One of my main bug bears is poor customer service. It is absolutely vital to customer service right, particularly handling customer complaints.
If you don't handle complaints well then not only are you likely to lose the customer who is dissatisfied, but they are more likely to tell others about bad service than they are good service, so you stand to lose many more customers by getting it wrong.
I popped down to my local hand car wash in Hove recently and was unfortunate enough to experience the worst car wash I have ever had. The guys doing it barely passed the jet wash over my car, they refused to do the roof simply saying “we don’t do roofs” and they missed so many bits of dirt it seriously missed my expectation level of what a car wash should do.
It was embarrassing to have to point all the missed bits to the next guy on the production line who was to dry the van off. This guy had the opportunity to sort the situation out. He did do the bits I pointed out, having first tried to make out they were scratches, but made no effort to apologise for the poor service.
To top it all I was then charged me more than the advertised rate – the guys saying “it says prices from” and getting quite aggressive about it. It’s sad to see a complete lack of pride in the job and such poor customer service.
A manager really needed to take control upon hearing my complaint and deal with it with empathy. The next job would be train up staff to take a pride in both the work and how they deal with customers.
A good leader should always be asking, 1.how is the customer service? 2.Do staff know how to handle complaints? 3.Do they have pride in the product?
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New Leadership
Thoughts and ideas on the nature of leadership today.
A new form of economy needs leaders with values beyond simply making a profit. People and planet also need to be high up on the agenda.
A sense of contributing positively to employees, and communities are important aspects that modern management can address.
A new form of economy needs leaders with values beyond simply making a profit. People and planet also need to be high up on the agenda.
A sense of contributing positively to employees, and communities are important aspects that modern management can address.
About Me
- Hazelbranch
- Brighton, United Kingdom
- Toby Buckle is an experienced and qualified business coach specialising in coaching those in management and leadership roles. Toby has a BSc in Management Science, is a Certified Neuro-Linguistic Programming (NLP) Trainer and a member of the Association for Coaching. He works by combining twenty years experience in business, managing and leading, with NLP, organisational theory, and coaching skills. Previously Toby spent ten highly successful years in management at a large personnel development and recruitment organisation that appeared annually in the top ten of the prestigious 'Times Top 100 Companies To Work For' awards and received the top award for 'Best Training and Development Work' Toby has a way of helping you see things from a refreshingly new perspective; his relaxed, but insightful approach is reassuringly challenging. He has a knack of getting to the heart of the issues and cutting through the grey areas to produce results.
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