The last time I wrote, I discussed that it seems many retailers “just don’t care” anymore and how I have become accustomed to poor service assistance. Likewise, I really don’t have high expectations of being “wowed” the way I used to be. I would be very grateful if we could meet somewhere in the middle.
Conventional wisdom holds that to increase client satisfaction and loyalty, a company must always “delight” their clients by exceeding service expectations. Often times though, the majority of clients simply want, and rarely get, a satisfactory solution to their service issue. The keys to proper client satisfaction are to help reduce the amount of energy the client spends resolving an issue, reduce follow-up calls, be considerate of the emotional aspects of a situation, anticipate the needs of a client, and create a plan to resolve an issue, not always with speed, but with accuracy and understanding.
At TelSpan, we have determined that our staff is fully capable of, and delivers, professional results for negative client interactions by following the guidelines listed above. We understand our business and we always learn from our clients’ experiences to help us to move forward in a more positive way. We are currently working on training our staff to provide a complete resolution to an issue by themselves. We find that we have developed a quality culture, that we have properly aligned our systems with our business, and that we can provide our staff with the knowledge and authority to do what they need to do to help a client immediately.
After all, if most reviewers think “good is enough”, as I do when shopping because it’s more than I receive now, then The TelSpan Way will certainly show the others how to succeed with clients.
