Nothing is more frusterating to a customer than not receiving a service that was promised. Don't promise something if you're not sure you can deliver! Be realistic about what you can provide and don't just say anything because you think that is what the customer wants to hear.
An example of this is when a customer orders something by mail. (Ebay sellers: Take heed) Although you know it usually only takes 3-4 days for mail to deliver, it would be better to tell the customer it may take 7-10 days to receive the package. That way, they are surprised when it arrives "early", and you will be perceived as providing speedy service. Moreover, if there are any delays or problems with the mail, you still have a cushion of time to resolve the problem.
Kate Lorenz, Editor of CareerBuilder.com says in her article, 10 Ways to Poison Your Career, "Organizations need people they can depend on. Missing deadlines is not only unprofessional, it can also play havoc with others' schedules and make your boss look bad. When making commitments, it's best to under-promise and over-deliver. Then, pull an all-nighter if you have to. It's that important."
As a customer service consultant it is always good to see solid information and tips. One of the benefits to what Maria has suggested is the value of risk management. In businesses we usually overlook this particular item.
If we plan ahead for what might go wrong then we will automatically under promise and over deliver. Most customer service complaints in delivery stem from the things that go wrong and were not planned for.
Good Job Maria.
Posted by: Tim Whelan | February 17, 2006 7:33 PM | Permalink to Comment