If business communication is good within a company, the chances are that the communications will be good from the customer service representatives and the public. Good communication skills equal good business rapport and more sales and less problems afterwards.
Schools need to emphasize communication more. Companies need to get their staff trained so that they will take ownership of a problem and follow through with it. Because of global communications and markets, it is not uncommon to be placed on hold where you are living in the United States and the customer service help center is in India or the Phillipines. I recently had some problems trying to find out how a business handles certain problems and the customer service clerk didn’t have an answer.
When I asked to speak to her supervisor she said that she wasn’t in. I wondered if the rep was working from home. When I asked what else I could do to get an answer I was met with silence.
Sorry folks, this doesn’t work for me.
Like a lot of people, I purchase goods or services sometimes with warranties. If something is under warranty, it needs to be taken care of. If there is a payment being processed I want to know how or why a payment gets handled. If the money isn’t applied a certain way, why?
Take note international companies! You better start having a more efficient problem resolution service or people won’t do business with you.
My guess is the problem starts with the board of directors and works down. If the Chairman of the Board doesn’t care how is company responds to customers, why should his staff? If the Chairman of the board just pays lip service and doesn’t implement his changes, it isn’t the fault of the rank and file people.
Just a reminder again here in the United States (and to my international readers) to vote with your wallets and purses. If you are not getting the service or use of the product you are buying – don’t buy the goods or services anymore.
Kim Greenblatt
You are reading Kim Greenblatt’s blog, profitable, where he talks about how companies should imrpove communications in their business and their customer service or risk losing money.