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When things go wrong…

..what your customers want is a swift and painless fix. What they often get - particularly from large organisations - is a descent to Dante's 7th Circle of Hell, as they get passed from person to person in a call centre. I was renewing my 1shoppingcart.com account tonight and somehow managed to create a second account instead. Mea culpa - I messed up. I admit it. So I called 1SC's support desk...

…what your customers want is a swift and painless fix.

What they often get – particularly from large organisations – is a descent to Dante's 7th Circle of Hell, as they get passed from person to person in a call centre.

I was renewing my 1shoppingcart.com account tonight and somehow managed to create a second account instead. Mea culpa – I messed up. I admit it.

So I called 1SC's support desk…

The phone went through to an automated "press 1 for X, 2 for Y" system (at which point my heart sank), but to my surprise the call was picked up within 3 rings of being put through.

I explained the situation and within less than a minute was transferred from Support to Billing, who dealt with my problem not just efficiently, but ina friendly and supportive manner.

Total call time: 4'34 (important, when you're dialling internationally!).

Result: one very satisfied BRAND ADVOCATE.

That''s what happens when you deal with the inevitable problems of day-to-day business well: you turn customers into raving fans. I for one will be recommending 1ShoppingCart to all my clients!

So, here's my question: does your customer service turn clients into raving fans, or ranting monsters?

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