Get It Right! Great Customer Service Made Simple
I'm a big Yankees fan. Learned to love the game when I was a little girl and watched every game with my Dad. However, the recent playoffs and World Series Games have been plagued by a series of poor calls. Players being called out or safe who aren't. This is frustrating, because I want my team to win fairly, and find it even more irritating when the call is against them. Last night, the umpires called A-Rod's home-run a double initially, and then decided to review the tape, which resulted in a reversed call and home-run. They got it right, but only after they reviewed the tape. Did it take some effort on their part? Yes, but only a few minutes; a small investment to ensure the call was correct. Think about that though. No one doubts that these umpires are well-trained, are professional, and have a strong desire to get it right. However, even they make mistakes. And the service we provide is similar to these umpires' calls. Unless we systematically and objectively review our clients' experience from their perspective, chances are we're just like those umpires. We believe we've made the right call, but couldn't be further from the truth.
Do you systematically and objectively review your clients' entire experience, get your clients' feedback, measure what is important to them, and ensure your organization is regularly trained and aligned to deliver excellent service? A small investment reviewing that experience can ensure your call is correct.
And as far as baseball goes, can we please put a process in place so they do the same and can challenge and review calls? Let's get it right!
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Posted by Susan Hoekstra at 11/1/2009 8:32 AM 
Categories: Customer Service Tips - competitive advantage, Service Recovery
Tags: Good Customer Service Competitive Advantage Susan Hoekstra complaints Leading service The Service Journey client experience Bad Service
Categories: Customer Service Tips - competitive advantage, Service Recovery
Tags: Good Customer Service Competitive Advantage Susan Hoekstra complaints Leading service The Service Journey client experience Bad Service
Go Phillies!
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I don't know! The Yankees are doing well, thank you very much!
It makes for a fun series anyway and the games have been phenomenal. Can't wait until I can go to sleep at a decent time again, though.
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