Work environment
Must include trust, ethics, and
Group Diversity
Friday, December 10, 2010
Wednesday, December 1, 2010
The Way I Think Customer Service Should Be Approached
Since I've came to the USA I've encountered two extremes of customer service. From one side there are companies that provide a great customer service exprience as: Apple,Dell,Marriot Hotels,Starbucks and many more but from the other side companies that caused me frustation like: MCdonald's,Calvin Klein,Priceline.com,Microsoft and many resturants that I don't attend anymore.
I've concluded that the companies that have superb customer service are the ones that use the role of customer service as active rather than passive. What that I mean is that the companies understand the needs\frustation of a customer with out the need that he will explain it explicitly.
For example, A week ago I've ordered Chipotle through the Iphone App, I went to the resturant 15 minutes later and the order wasn't ready. They appologized and did it in 2-3 minutes. Than, I've discovered they prepared be a Burrito instead of a Bowl. I've returned she Appolagized again, asked the kitchen to fix my order and quickly gave me complimantry chips and salsa. In addition she offered to serve me the food when it is ready which I kindly refused.
The thing is that chips and salsa costs almost nothing to Chipotle but they understand that it is better to compensate me with a cost of 1$ than letting me leave the resturant and maybe not getting back.
For all the call centers, I would suggest that companies should consider to open outgoing calls call centers.
Those customer service should call back to customers in different segments and that there records indicates they are dissapointed from the agent\supervisors when they called.
Let's take the cellular companies for an example. T-mobile can create a field of customer value meaning how much is the customer is valuable to the company (based on how much his bill is and how many lines he has).
After this segmantation T-Mobile can create special discounts\plans if this customer is in his way to leave the company but much before he calls to disconnect the line. If he already bought AT&T cell phone this plan is worthless.
To conclude,the all approach that customer service should answer questions and not being creative and active is wrong in my opinion.
As the economy moved to be a Service Economy instead of Manufacturing customer service should be the main goal of the companies.
I've concluded that the companies that have superb customer service are the ones that use the role of customer service as active rather than passive. What that I mean is that the companies understand the needs\frustation of a customer with out the need that he will explain it explicitly.
For example, A week ago I've ordered Chipotle through the Iphone App, I went to the resturant 15 minutes later and the order wasn't ready. They appologized and did it in 2-3 minutes. Than, I've discovered they prepared be a Burrito instead of a Bowl. I've returned she Appolagized again, asked the kitchen to fix my order and quickly gave me complimantry chips and salsa. In addition she offered to serve me the food when it is ready which I kindly refused.
The thing is that chips and salsa costs almost nothing to Chipotle but they understand that it is better to compensate me with a cost of 1$ than letting me leave the resturant and maybe not getting back.
For all the call centers, I would suggest that companies should consider to open outgoing calls call centers.
Those customer service should call back to customers in different segments and that there records indicates they are dissapointed from the agent\supervisors when they called.
Let's take the cellular companies for an example. T-mobile can create a field of customer value meaning how much is the customer is valuable to the company (based on how much his bill is and how many lines he has).
After this segmantation T-Mobile can create special discounts\plans if this customer is in his way to leave the company but much before he calls to disconnect the line. If he already bought AT&T cell phone this plan is worthless.
To conclude,the all approach that customer service should answer questions and not being creative and active is wrong in my opinion.
As the economy moved to be a Service Economy instead of Manufacturing customer service should be the main goal of the companies.
The Blog- Feedback
I found the blog to be a great tool to express my opinion and thoughts. When looking back on class I think the things I'll take with me will be the blogs and class activity. It is true that we have to know the definitions but I find the blog and the group activities to be much more practical in the day after. First the blog will be up and I will always be able to look back and read what I wrote or what score I got on the DISC test.
I definitly think this tool should stay the upcoming classes.
The blog also gave me a chance to know people outside of class. Since I come to class directly from work and right after I have another class I don't really have an oppurtunity to speak with other class mates. Through the responses I gave and that people left on my blog I got to know a few people and started to say them at least "hello" when I get to class.
After responding to some students and read their replies I could guess there score at the DISC even without looking at the score. After a few blog assignments I picked five blogs that I constantly replied to because I really liked the style.
I truely think the blog accomplished the goals the Proffessor tried to achieve.
It was engaging,challanging at times and fun at the same time
The only annoying part is to keep track of all the responses but given the fact it is 20% of the grade it is not too much to ask :)
I definitly think this tool should stay the upcoming classes.
The blog also gave me a chance to know people outside of class. Since I come to class directly from work and right after I have another class I don't really have an oppurtunity to speak with other class mates. Through the responses I gave and that people left on my blog I got to know a few people and started to say them at least "hello" when I get to class.
After responding to some students and read their replies I could guess there score at the DISC even without looking at the score. After a few blog assignments I picked five blogs that I constantly replied to because I really liked the style.
I truely think the blog accomplished the goals the Proffessor tried to achieve.
It was engaging,challanging at times and fun at the same time
The only annoying part is to keep track of all the responses but given the fact it is 20% of the grade it is not too much to ask :)
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