Debbie Mayo-Smith international inspirational motivational how-to speaker technology, time management, improving business performance
Motivational Speakers, Sales, Marketing, Time Management, Productivity, Technology, Tips

How your company should view customer service mistakes

Sitting in a meeting chatting with Stephen Baker, the sales and services manager for a large Australasian bank, I was giving him a description of the merchant services problem I was experiencing with my bank. Stephen smiled and quietly said to me, ‘Debbie, we view and use problems that occur with our customers as opportunities to excel.’
Need I say more?

Bonus

David Maher, of Celebrity Speakers in New South Wales, Australia, says that in his experience the customers who have the highest rating on customer satisfaction and loyalty with his company are not those who have never had a problem with the company. Rather, they are the customers who have experienced problems that Celebrity Speakers openly and honestly acknowledged, tried to fix and informed them of the changes they implemented to prevent the problem occuring again.

Angus McDonald, of Trymak in Victoria, Australia, says that the best opportunities to delight their customers can often come at the most challenging times of the relationship.

 


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