The problem today seems to be that companies are talking the game of Customer Service, but do not seem to follow through. As an example, the past Saturday night, I had an encounter with supervisor of a Casino and was talked down to as if I were a child. When I questioned her approach, she replied, " That's the way it is". This company spends a lot of money on advertising and it will go to waste because of attitudes like that.
POINT: Think before you speak. The next words you speak may be your last at that company.
POINT: The words that your employee used may trash your advertising once the customers start talking.
POINT: Continue to train on a daily basis and remind everyone the importance of their individual service. Maybe the people doing the training should be looked at as their delivery may be a problem.
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