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Answer Upon - Are Your Policies Driving Your Customers Crazy?
When it comes to personality profiling, the human development industry has countless tests and assessments from which to choose. These instruments may differ greatly on the surface - in the number and names of the archetypes each model advocates and the method through which a person's type is determined. But at their core, they are all attempting to accomplish the same objective: divide humanity into a manageable number o
The customer thinks
Bulgaria is located in Southeastern Europe, bordering the Black Sea, between Romania and Turkey. It has a total area of 110,910 sq km, 110,550 sq km of which is land; with water comprising 360 sq km. this makes Bulgaria slightly larger than Tennessee. Bulgaria is bordered by Greece, Macedonia, Romania, Serbia, and last but not least Turkey. The climate is temperate with cold, damp winters and hot, dry summers. Bulgaria is
Well, imagine that a customer who's been with your company for a while with no complaints finally has a reason to contact customer service because of what appears to be a billing error. She assumes the error will be corrected quickly and she'll go on her way.
Instead, your customer service rep recites a convoluted procedure she'll need to go through to rectify the issue, much to the customer's astonishment. The representative explains by saying, "I'm sorry, but that's our policy and we have to follow it."
That procedure might be driven by an arcane control issue in your company -- or perhaps by a legitimate business requirement. But the customer doesn't understand the rationale behind it. In this imaginary scenario, she tries to offer suggestions, but is rebuffed by the equally frustrated employee who seems unreceptive to her proposals.
The customer thinks,
The domestic kitchen furniture segment in the United Kingdom experienced steady growth in the early part of this decade. However, the overall market value declined in 2005 for the first time since 1999.The market experienced steady growth between 2000 and 2003. Growth slowed a bit during 2003/4, following a series of interest rate increases, a less robust housing market and a high level of price competition. During 20
Instead, your customer service rep recites a convoluted procedure she'll need to go through to rectify the issue, much to the customer's astonishment. The representative explains by saying, "I'm sorry, but that's our policy and we have to follow it."
That procedure might be driven by an arcane control issue in your company -- or perhaps by a legitimate business requirement. But the customer doesn't understand the rationale behind it. In this imaginary scenario, she tries to offer suggestions, but is rebuffed by the equally frustrated employee who seems unreceptive to her proposals.
The customer thinks
Entrepreneurs work harder than most Americans. They spend countless hours and enormous amounts of energy trying to reach business and financial goals that are often elusive. They seem to be doing all the right things: attending seminars, scouring the latest business books, networking, guerilla marketing, hoping, and praying.We all know of business owners who go through the same motions yet they are far more successful
That procedure might be driven by an arcane control issue in your company -- or perhaps by a legitimate business requirement. But the customer doesn't understand the rationale behind it. In this imaginary scenario, she tries to offer suggestions, but is rebuffed by the equally frustrated employee who seems unreceptive to her proposals.
The customer thinks
Have you ever been interested in starting a home business but worried about the risks you have to take to succeed? Well my friend Michael Andrews can help you! Think you won't be able to close a deal? or do you need some free ways to get your company noticed? What about to get more traffic to your website? Then Mike's your man!The program is called Profit Lance Course. This course was designed and owned by Michael And
That procedure might be driven by an arcane control issue in your company -- or perhaps by a legitimate business requirement. But the customer doesn't understand the rationale behind it. In this imaginary scenario, she tries to offer suggestions, but is rebuffed by the equally frustrated employee who seems unreceptive to her proposals.
The customer thinks
You get what you pay for.There is much truth to this statement. If you buy a used watch on Ebay for $10, consider yourself lucky if it comes with a wristband- or hands. If you buy a jalopy for a hundred bucks from a used car salesman named Guido, cross your fingers before you turn that key. And how about that 6-day, 5-night getaway cruise to the Bahamas, for $200? It is probably nothing more than a ferry boat ride and
The customer thinks, "Why aren't they open to my ideas? Don't they believe my opinions have value? My complaint is valid, my suggestions are good, and if they don't want to listen to them, I'll take my business elsewhere!"
Finally, at her wit's end, the customer asks to speak to a supervisor. The representative resists the request and even argues against it. When the customer threatens to end her relationship with the company right then and there, the representative reluctantly summons her manager. What has caused this unhappy situation?
Let's simply acknowledge the fact that holes in our policies and procedures can surface every day. In those situations, what our policies allow personnel to do can make the difference between keeping and losing a customer.
Those things include
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