Posts tagged customer service
Rockport: A Great Customer Experience
Dec 15th
A few months back I decided to replace my Rockport shoes after close to 8 years of faithful service. Yes, I owned other shoes during that time and while these other shoes had come and gone, my Rockports were still around and the most comfortable. My old Rockports had at least 500,000 miles on them. Granted, most of those miles were on airline flights for business.
My new pair of Rockport shoes were even more comfortable and I looked forward to many years of work, fun and travel. But recently after about 9 months of ownership I noticed some unusual wear that led to a thread sticking out of the side of them signalling an issue that questioned their longevity like my past experiences with the brand.
Luckily, a visit to my local Rockport store proved to solve my issue. Without much fanfare I was given a new pair. No need for a receipt thankfully since that puppy is long gone by now. No long list of questions or need to show my ID. The friendly person behind the counter asked my name, apoligized for the problem and took care of the issue and giving me a brand spanking new pair of shoes.
This is the way service is meant to be. Thank you Rockport and great jobs empowering your employees and developing policies that deliver world class customer experiences.
Businesses Should Empower Employees
Nov 23rd
What a difference an empowered employee makes when providing customer service. Did you ever notice how when things don’t go exactly as planned it’s the companies that empower their employees to resolve issues, make their own decisions, and do what is right by the customer are also the companies who are surviving and perhaps even thriving in a challenging economy?
Empowerment = better customer service and a better bottom line and from past leadership experience, happier and more productive employees.
How To Elevate Your Service Performance
Nov 6th
Within a company where you have many people doing the same job, there will always be certain individuals that perform at a higher level than others. Companies that close the gap on this disparity become great by constantly delivering a quality product or service. Closing the gap is done by elevating the performance of the weaker performers while maintaining or possibly even improving upon the performance of your most successful employees in your company at the same time.
One service company we worked with had about 300 trained technicians in the field. Each technician was measured by average revenue per customer, overall revenue and quality of service. Each technician was provided the same training and were under the same incentive based compensation program. We were brought on to figure out why the top technicians had an average ticket of $400 while the worst had an average ticket of $125. What we found and implemented is a valuable lesson for any company. More >