Customer Service and Crisis Management Michael Collins
Every time I start to write this column, I secretly fear that my mind has left me. I know that there is so much to say, in such a little space. So, when I initially accepted this position, I decided to write down my steps along the way in the event I got caught up in crisis management.
STEP 1: PANIC. This is always my first step. My heart beats without rhythm, my mind races, I can’t find my breath. I start to wonder if it isn't time to find a new line of work, because writing is not my strongest asset. I try to think of new careers for myself, which proves to be an unpleasant procrastination procedure. Procrastination – one of my best attributes. That’s why I am writing this column, only hours before it is due to the publisher.
STEP 2: COME BACK TO REALITY. I rarely like this part, unless I imagine that I will win the lottery. But that doesn't really count as reality, so this should give you a clue as to my state of mind.
I sometimes think I've fallen into a nightmare episode of The Twilight Zone where my particular level of hell is to be consigned to listen to on-hold recordings until the end of time, not realizing that my life is ebbing away while badly recorded voices tell me "your call is important to us," and the "real people" promised to be at the other end never answer because (as it's revealed in the last 15 seconds of the show) they're all cobweb-covered skeletons wearing operator headsets.
Is this the kind of customer service we have all come to know and expect?
A "fickle" economy, the duplication of many services and products, high customer expectations, a dearth of research validating the disastrous effects of poor service, and a lack of customer loyalty dictate that service quality, more than ever before, is the name of the game for small businesses. Think about your reaction the last time you received poor service! How often have you told someone about a bad experience? Often, I bet. Customers have long memories of a bad experience and considering the importance of "word of mouth" marketing it is important to ensure your business is providing the BEST customer service possible. Your job as a business owner is to provide outstanding customer service all the time! Every satisfied customer will become a walking advertisement for your business. The key to customer service is to make it EASY to deal with your company. Put yourself in place of the customer when assessing your performance. Little things make a difference.
Now I will take a deep breath, send off my column, and get back to work. The phone is ringing, and I have customers waiting.
Respectfully,
Michael Collins
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