IT IS IN THIS MOMENT YOU HAVE THE POWER TO BE THE SOLUTION…
This is a great quote – imagine if each of your employees could say the same thing! One complaint that businesses hear from dissatisfied customers is that their issues weren’t resolved at all, it took too long, or they had to talk with several employees in order to resolve it. This doesn’t lead to returning customers; first call resolution is the best bet in keeping customers happy, but more often than not, it seems like employees do not have the ability to handle customer complaints on their own.
How many times have we heard, “I’ll have to get a manager to help you” or something similar.
Enterprise Rent a Car recently launched a commercial along this very theme – it’s a great commercial that lets customers know that they can handle your issues as they happen. As the commercial says, “If there ever is a problem, we all have the power to make it right.”
What a great message! Take a look at the commercial and think about the message your company relates to customers with regard to resolution of issues and problems – can you do better?