Communication is important in the business world and even more important when you are dealing with customers. When there's miscommunication within a company regarding a customer issue, it can detrimental to the relationship with that customer.
Karen Kari of BestBizCom tells of her experience with Wall Street Journal home delivery:
"Everybody I spoke with was concerned, seemed efficient, and followed up with me. So what went wrong? Everybody communicated, but nobody owned the problem. "
People sometimes assume that somebody else will just take care of the problem. This is very common when outside contractors and suppliers are involved. Nowadays it's so easy to shoot off an email to another person, but we often forget to follow-up with a phone call or simply walk down the hall to see if the other person received the email.
It just takes that extra step to make sure the customer is well taken care of. Be that person who goes the extra mile.
» The Importance of Internal Communication from CustomersAreAlways
Chris Saridakis has a great article over iMedia Connection where he tells us that customer service just isn’t enough anymore. Instead, companies should start focusing more on providing a great “customer experience”. Chris ... [Read More]
Tracked on: January 17, 2007 9:22 PM | Permalink to Trackback