The perfect example is Northeast Delta Dental. They did their homework. They communicate with their customers, their employees, and their community and have been doing so for the past 20 years!
The marketplace today demands speed. Apple with its iPhones and iPads, has apps downloaded every millisecond. Eric Schmidt and Jonathan Rosenberg of Google in their book, How Google Works say "The pace of change is accelerating."
Putting in place an effective service recovery plan ensures companies a reliable measure to improve satisfaction, increase loyalty and building lasting customer relationships. And a truly effective service recovery plan can even reverse any negative impression the customer may have had in the first place.
Ensuring an efficient and quality customer service takes a great deal of training and coordination. Focusing on each department in your company to make it a smoothly operating machine takes not only focus on the customer, but on the employee themselves. When customers become friends instead of antagonists of an informed service, a job is far more pleasant for an employee than a clock-watching job that is so boring it is hard to get up in the morning... Read More
Irate customers can ruin your day. Facing off with a screaming, unreasonable, irrational customer represents the ultimate test of any employee's service skills. Often employees are not prepared for an aggressive encounter.It can take you to your breaking point if you are not aware and careful. Staying grounded and above the fray requires you to find inner strength, and persevere beyond the initial difficulties.
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