March 2, 2010 - FPG
Our goal is simple: build rewarding relationships and deliver results. But the relationships we strengthen are not just those with our clients; we also foster relationships between our clients and their customers.
While coaching the frontline of a client, I was recently approached by a customer who had repeatedly experienced difficulty in receiving reward program credits. He expressed frustration with the company and mentioned he would be using a competitor for his next purchase. Because we were between manager shifts, I acquired his contact information and assured him that the problem would not only be addressed, but resolved, quickly. Prior to his leaving, we spoke briefly about his patronage as the backbone of our client’s success.
The management team immediately contacted the customer and he was 100% satisfied with the resolution. In fact, the customer was so delighted with the way the dispute was handled, he wrote a letter to the organization expressing his renewed faith in the company and his restored confidence that outstanding customer service still exists in America.
The impact you have on your customers revolves around how you make them feel during their limited interactions with you. If you want to positively impact your customers and in the process, move your bottom-line, you need to move your customers through an emotional connection. This is done by the actions of your frontline.
By actively listening to the customer, displaying understanding, sincerity and enthusiasm about his problem, and being responsive to his needs this company was able to not only prevent the loss of a valuable customer, but create a potential customer for life.
- Tom Diaz, Senior Performance Manager, Frontline Performance Group
