John DiJulius | Customer Experience Blog


Are you getting enough complaints? The Employee Experience Model
March 24, 2015, 6:57 pm
Filed under: Customer Service

The following is content taken from John’s best selling book The Customer Service Revolution (January 2015 Greenleaf Books)

Are you getting enough complaints? Think about the last several times you had a disappointing experience as a Customer. Did you tell anyone at the company? You left a business feeling frustrated, or hung up the phone more stressed than before you called. If you are like most people, you don’t bother to waste your time sharing your displeasure with anyone at the business that disappointed you. Why? Because most Customers don’t think anyone really cares, no one really wants to hear about it, or they will think you are trying to get away with something. So why would a Customer want to waste the time? How often does this play out in your business: Customers leaving unhappy without letting anyone know? If we are not making it easy for our Customers to give feedback, then it is happening to us more than any of us realize. Our Customers have better things to do with their time than hunt us down and complain and then feel that it didn’t make a difference.
 

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