A Response Is Worth More Than You May Know
I cannot shout loud enough the benefits of responding to everything. If it’s an article you write for your blog, and someone leaves a comment, respond to that. Someone @replied to you on twitter? Respond. Emails that need to be dealt with, respond. There is something to be said about time management, but I’ll talk about that in the future.
Let’s take a look at some twitter statistics, shall we?
According to “Useful Social Media“, over 58% of people who have tweeted about a bad experience regarding a certain business have never received a response from that company they mentioned. But the majority of those people expect a response…..and what happens to their attitude towards that company if there is no response?
The Lost Art of Customer Service
This special article is brought to you by one of Footbridge Media clients, Greg Woods of Lindley Heating & Cooling a professional Indiana HVAC Contractor.
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For over thirty years I have dealt with people. First, in the restaurant business as a young man, and then in the technical service business. I spoken with thousands of people in that time and have had to develop a great ability to listen. You see what most people want is to be heard and to know that you are going to resolve the issue. The average client is so jaded from past experiences with customer service they have already decided that they will get nowhere with the first voice on the phone. This is a well deserved fear, because if YOU cannot solve the problem, get out of the way! That’s right, it’s just that simple. FIRST, listen to the client’s complaint. Take notes and only ask questions if you misunderstood the issue. NEVER give any excuse, let me repeat that, NEVER GIVE AN EXCUSE, even if this issue is outside of your ability to resolve at this stage. LISTEN, EMPATHIZE, and APOLOGIZE!!
