Customer Service – Fix It Before It’s Broken

Posted on March 14, 2012 by

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It is so much easier to be nice, to be respectful, to put yourself in your customers' shoes and try to understand how you might help them before they ask for help, than it is to try to mend a broken customer relationship. ~Mark Cuban Photo from USA Today

 

Customer Service isn’t just a department.  It’s a mindset.  Hopefully, it’s the mindset of the organization, not just the people providing front-line customer service.  I really appreciate the quote from Mark Cuban, “It is so much easier to be nice, to be respectful, to put yourself in your customers’ shoes and try to understand how you might help them before they ask for help, than it is to try to mend a broken customer relationship.”

If organizations use that approach from the outset, they can avoid some issues down the line.  Think about how many issues you (as a customer) have encountered, and then think about how many of those issues could have been avoided with a little forethought.  How much time could you have saved?  How much money could a company have saved?  Seems a little forethought can be worth a lot to the bottom line.

The March 14th SMChat topic is about Customer Service and Social Media.  We will focus on the following questions:

Q1.  How do you project what your customers needs are?

Q2. What platforms are used to serve your customers?

Q3.  What platforms does your organization monitor? Do you monitor platforms that are not necessarily used to provide service?

Q4.  What is the best way to communicate customer needs within your organization? Is there a formal process for this?

Bonus Question – Q5. Does your organization have contingency plans in place to deal with a massive influx of customer service requests?  (I.e., if there is a service outage, how/where/when that is communicated.)

It’s possible to fix some things before they are broken…I look forward to discussing this and I know that we will end up with some insightful takeaways from the chat.

We always have a great group on SMChat and we hope that you will join us at 1pm ET, March 14th.

Quick chat tips:

  • Use tweetchat, tweetgrid or twebevent to make it easier to follow along.
  • Keep your tweets short enough to be repeated.
  • Use A1, A2, A3, etc. when responding.
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