Daily Archives: February 5, 2012
I have been sitting here this morning comparing customer support from different companies. I run my own business and also having been in customer facing jobs all my working life I know how important customer service is.
Well looking at all the companies today I noticed they all had one thing in common. On the phone they all offered an option to complain but none offered an option to praise their service.
You all know the story when you ring a company and you get the automated answer… Press 1 for sales……..Press 0 to hear these options again…. But as I say none had the option to let the customer praise.
Now I know that successful companies all take complaints seriously, if they didn’t then they would not be as successful as they are, but surely they can’t get so few calls of praise that they are worth ignoring?
Good staff thrive on praise, you get nowhere without praising your staff, and whilst praise from people above you is nice to receive nothing beats praise from a customer, especially when it’s unexpected.
I will complain when I think I am justified in doing so, but I also ring companies to praise service and it’s so darn hard to actually get to speak to a person who can take on board your praise and hopefully pass it on to those who are being praised.
It’s a strange old world is Customer Satisfaction.