Think Past Bad Customer Service Experience

"Welcome. This section is called providing great customer service. I'm Pam Unruh on behalf of expertvillage.com. Think about your own experiences of customer service. What are the experiences you are most likely to remember? Most people are going to remember either the really really bad ones or the very very good ones. But which experiences are they most likely to tell all their friends about, the very very bad ones and that is also very poor advertising for any company. In my own experience, I was dealing with a car company at one time and when my mother passed away I forgot to make my payment. When they gave me that call and I explained the situation, the gentleman on the other end of the line said, "it's not our fault your mother died, you still have to pay your bills". Now that of course is a very extreme example but it can be as much as ignoring a customer when they come into your store not answering them with the basic elements of customer service that we are going to discuss. It takes 10 positive experiences to make up for 1 poor experience from any company, so keep that in mind next time you are dealing with a customer or relaying your own experience as well."