When it comes to complaining we’re spoiled for choice these days. We can call a company and ask to speak to a manager, send an old-fashioned letter, fire off an email or air our grievance in 140 characters on Twitter.
Or we could go straight to the big boss.
More and more high-profile bosses are recognising the importance of being accessible to customers, not to mention embracing the good PR that can come with it.
Electric car maker Tesla is one firm taking an open-door approach to customer service, having just announced it’s going to allow customers to escalate their complaints to the company’s president of sales and service.
Others go even further. The American airline JetBlue has a reputation for going the extra mile to meet customer expectations.
When a JetBlue customer jokingly tweeted it would be a great idea to have someone organise a welcome parade for her, she didn’t think anyone would take it seriously.
JetBlue did . . . and organised a party at the airport when she landed.
You may not be able to offer ticker-tape and a brass band but whatever your role in call or contact centres, there are lessons to be learned in how using an innovative approach to customer service pays dividends.
Go to boot camp
No need for Lycra or camouflage netting here but you will get an intensive customer service experience. Many firms use boot camps to ensure new employees have a few days of training and get first-hand experience of what customers are likely to call about.
Get your customers involved
Who better to help develop new products or services than the customers who use them every day?
Asking customers for their ideas when they contact you shows you’re listening and acting on their suggestions. You can also use social media to allow for an exchange of ideas and reward customers for their participation.
Tackle tough cookies
Difficult customers can be hard to handle but, if you can win them over, they can turn into your most vocal supporters. Instead of treating tough customers as annoyances, take time to understand them and their issues.
See the funny side
Using humour to diffuse a difficult situation on the telephone can be a useful tool. We’re not suggesting a full comedy routine but, used properly, humour can be a great leveller and leaves a great impression on customers.
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