Organizations get feedback from a number of sources – email, social media, word of mouth, even from other employees.
There is a strong tenancy to jump into action when a complaint is registered – all in the name of customer service.
The urgency and energy spent to respond is almost obsessive in nature – we gotta fix it; we must change it; we have to overcome it.
It is not a bad thing to pay attention t onegative feedback and work to satisfy the disappointed customer or patron.
In the frenzy of the moment, does the remedy become so large it over shadows all the satisfied and loyal customers and patrons. This raises the question – are you serving your strongest supporters? The satisfied customer.
Top notch customer service addresses problems promptly, but also conveys appreciation to the happy users as well.
To illustrate the point – I was in line at a fast food restaurant behind a couple suffering (loudly) an error in their order. The manager rushed out to sooth the situation, offered some free stuff, and ushered the two to a table. Meanwhile I was waiting to order – which went smoothly. Unfortunately, neither the server or the manager offered a comment about the delay or thanks for patience while they addressed a problem with the prior order.
This is a minor event, of course, but it often occurs on a grander scale with similar results – a little oil on the squeaky wheel and ignoring the downstream effect on others.
Customer service is serving the customer – it's a 360 degree activity.
How would you create exemplary care for the customer or patron?