Everyone knows these, has experienced them as customers, yet few organizations are able or willing to change the workplace culture that engenders such issues:
Customer Gripe #1:
Raising the cost of doing the same business with you. If you're going to raise the cost, I need to see more benefits as a result.
Customer Gripe #2:
Making me deal with "automated" conveniences that serve your convenience, not mine. (How much do you like repeating the same accountholder info over and over again to a pageantry of employees?)
Customer Gripe #3:
Having to deal — on an ongoing basis — with your surly, defensive, ill-informed, lackluster employees.
Customer Gripe #4:
Blaming or arguing with the customer when any customer complains.
Customer Gripe #5:
Don't insult my intelligence by claiming something's done for my good when clearly it's not. Most of all, don't lie to me (because if it's discovered to be a deliberate lie, I'll walk away and never return).
What gives a customer joy and delight in doing business with you? What engenders loyalty?
Customer Joy #1:
You resolve my needs, questions, and complaints with courtesy and understanding.
Customer Joy #2:
You acknowledge my loyalty to you. If I question or complain about a product or service, you see the complaint as an act of loyalty.
Customer Joy #3:
Your employees are informed, enthusiastic, courteous, and professional. They are well-trained in handling complaints, empowered to provide meaningful service recovery, and they're good listeners (which means they take time to fully understand the problem before attempting to resolve it).
Customer Joy #4:
If I have complained or raised questions, you follow up to make sure the problem stays resolved, and reiterate you appreciate my business.
Customer Joy #5:
You give me the choice of dealing with a human being or an automated resource.
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