The worst part of any business…
But it doesn’t have to be.
My thoughts:
1. Customer service is broken. There's no denying it.
2. It got that way despite (and because of) everyone’s best intentions
3. Big companies, middle managers, complete eradication of skin in the game
But it doesn’t have to be.
My thoughts:
1. Customer service is broken. There's no denying it.
2. It got that way despite (and because of) everyone’s best intentions
3. Big companies, middle managers, complete eradication of skin in the game
4. Small players, not knowing any better, follow “industry standards.”
5. Bureaucracy breeds complexity. Complexity leads to… Press 47 for English
6. Customers adapt. Anger gets them past low-level meat-robot gatekeepers (Let me talk to a manager!)
5. Bureaucracy breeds complexity. Complexity leads to… Press 47 for English
6. Customers adapt. Anger gets them past low-level meat-robot gatekeepers (Let me talk to a manager!)
7. Ridiculous demands. Full refund after 8 months? Huge discounts? Free products? We give in.
8. We TRAIN bad customers by giving in to outrageous demands.
9. The customer is NOT always right. (But he always thinks he is.)
10. Most businesses create their own bad customers.
8. We TRAIN bad customers by giving in to outrageous demands.
9. The customer is NOT always right. (But he always thinks he is.)
10. Most businesses create their own bad customers.
11. Setting proper expectations from the beginning is key.
12. Even something as small as the language you use in your refund policy can matter a lot.
13. This is why so many businesses are going to ‘no refunds.’
12. Even something as small as the language you use in your refund policy can matter a lot.
13. This is why so many businesses are going to ‘no refunds.’
14. Literally every business with a ‘no refunds’ policy WILL issue a refund under certain circumstances. But not to bottom feeders.
15. “No refunds” is about setting expectations, and filtering out freebie seekers.
15. “No refunds” is about setting expectations, and filtering out freebie seekers.
16. A refund policy is like an airbag in your car. There in case something goes horribly wrong, but you don’t buy the car planning to use it.
17. DO outsource it, but that’s not enough.
18. Babysitting outsourcers can be more work than just handling customers (I know.)
17. DO outsource it, but that’s not enough.
18. Babysitting outsourcers can be more work than just handling customers (I know.)
19. The solution? Think bigger than just “customer service.” PREVENT customer service.
20. The best customer is the one you NEVER hear from.
21. This is simple, but not easy.
22. And this is what I help businesses with.
20. The best customer is the one you NEVER hear from.
21. This is simple, but not easy.
22. And this is what I help businesses with.
More here: 8020service.com
