Showcase more your writing masterpiece to other clients but your current client should be aware of your plan since it is not good that you'll let somebody expect and trusted you which in the case, you were hiding something to them. You are doing the craft for your kids, right? Do it well and be a good example to others as an employee. Wish I did help.
For me, customer service begins with a smile and courteous greeting - which is how I greet assistants, check-out cashiers etc.
The problem is in many cases you get nothing back - it appears that for some people doing their job or returning a smile and a greeting is a painful duty, and they're doing you a favour even serving you.
Part of the problem is that customer service staff know next to nothing about the business and therefore can only follow a set script. Companies should appoint their more articulate and knowledgeable workers as customer service staff. Fewer workers would be needed because their efficiency would be higher, and therefore they could be paid far more than the run-of-the-mill script reader.
Chris, you have hit the nail on the head! I teach a course called "Delight Your Customers," but even that is not enough. Most people don't want to give great service, and why should they? There is no incentive to do so, it is a little bit harder, customers are often ungrateful or apathetic, and most managers in SA are uninspiring at best, manipulative and cruel at worst.
You ask about the woeful state of service in SA, and cite two excellent reasons/examples. In my experience there are dozens of good reasons why we experience abysmal customer care, most related to poor leadership, some because employees don't, (and never will,) "get it," and some because we as customers keep supporting the businesses that let us down.
The ROI of effective customer management is phenomenal - but it does require some investment up front. I wish more CEOs would play a more active role in making it happen.
Key is to realise what you are losing if you don't invest in training and building a cohesive blueprint of operational support. Customers walk away in a tick if they are not supported. It is critical for the organisations to understand customer journeys and provide appropriate support at the relevant touchpoints.
Thanks Steve, sounds interesting. A mash of brandseye, fuseware and other sentiment data wrapped in a laymans dashboard, nice! Now a really interesting service would be to combine that with Effective Measure's demographic cookie data and panel traffic data. I'm no longer at EM but would be good to meet up, based in Durbs and contacted Mike S recently
Hi Alan. I'm Glad it piqued your interest. Thanks for the feedback.
The data includes public social data from all the top platforms (Facebook, Twitter, Youtube, Google+ etc.) and online news data from a variety of news monitoring services (custom feeds can be added). It also includes data associated with a clients access controlled accounts like Instagram and Facebook Pages.
The insight comes from enhancements to the data including sentiment, topic detection and identification of people, places, companies and industries. This is then aggregated and presented through visualisations that consider data, time frame, frequency and relationship to give answers to common questions such as 'What image do people have of our brand?', 'How are my competitors doing?' or 'Are we facing a crisis?'.
I trust this clears it up a bit. It would be great to chat further if you get a gap.