I know it includes good liaison at the time of enquiry, sharing of knowledge, great execution of request, follow up paperwork and follow up concerning the satisfaction level of the client. These are but a few of the basic necessities. Why then, if it is this simple, do so many companies get it wrong?
Having just called someone about one of their products I need to buy, I left the call thinking I would just as easily never deal with them again, but the thing is; they have exactly what I need and are the only supplier in the country. Now my son had the same experience recently and he solved his problem by going outside of the country borders to get what he wants.
I don’t have that opportunity as my need is a uniquely South African one. So what do I do?
Well, I simply grin and bear it as I have no choice. I can complain, I suppose, but we have to work closely with this supplier for a few months and I don’t want to sour the relationship at this early stage. I can do without, I suppose, but that will negatively influence the business growth, so nope, not an option either.
Offer them training? I can do that and most probably will if this level of service continues. Gosh, I am even prepared to train for free if it means future liaisons are better and I leave with a sense of security knowing that I am working with the right provider.
And that is what I think makes for great customer care. The ability of the sales people to do the basics right, answer all the questions, and leave the client with that sense of security and trust. I would love to hear what you think.
© Debbie Engelbrecht
Debbie is the CEO of Staff Training, a soft skills training company offering more than 60 short courses including a number of customer care-centric workshops. Find out more here.