Tuesday, June 18, 2024

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葡萄樹傳媒

客戶服務:無法協商的一方

By:Robert J. Tamasy

幾年前,我學到一個通用的商業真理,如果我們夠聰明的話就不會忘記:維持原來的客戶比招攬新客戶容易。這個道理對營利或非營利組織都適用。而要維持客戶的最好的方法就是透過持續良好的客戶服務。

爲什麼我最近會一直記起來這件事呢?這是因為我和我的太太在一個常去的餐廳有個很令人沮喪的經驗:當我們到達餐廳的時候,兩個餐廳的工作人員在討論另一個同事的問題,聲音大到我們都聽到,這時店經理匆忙地出來道歉。

一個年輕人帶我們到另一個很好的位置,但是服務人員卻是我們遇過有史以來最糟糕的。他突然出現、面無笑容、心不在焉讓我們覺得好像是我們在佔用他的時間。細節我就不說了,但這是我們第一次很憤怒地吃完飯離開餐廳。

今天一般人遇到這樣的事情,通常會到社群網站上去抱怨得到這樣的待遇。但是我卻到餐廳的網站客訴,把我們遇到的狀況寫出來。一個鐘頭後店經理打電話來道歉,問更多的細節並且堅持說他會做出正確的修正,並送我們免費的餐卷。這件事看起來好像告一個段落,但是經過了很久的時間,我們沒有再接到任何來自餐廳的後續消息。

所以我們不僅僅在餐廳吃飯的時候得到不好的待遇,我們也開始懷疑餐廳的管理有問題。如果我要舉例一個糟糕的客戶服務,我一定會舉這個例子。雖然我們以前對這家餐廳感覺不錯,但現在我們一點也不想再去光顧了。

我也要舉一些例子,是那些客戶服務做的很好的公司,他們都是把客戶服務放在第一位的。他們盡全力去達到顧客的要求,發生問題的時候,他們馬上處理,全神貫注,下定決心每次都做對的事情。要怎麼樣才能做到?聖經提供我們有效的建議,儘管每個人的信念不同。

已所不欲勿施於人:為了要建立顧客至上的文化,要先問自己:我願意人如何對待我?就像耶穌對他的門徒說的:「你們願意人怎樣待你們,你們也要怎樣待人。」 (路加福音6章31節)

給予是回收和達成目標的最保險的方法:物質上或是服務上的付出會換來回饋-顧客的滿意、忠實、個人好好地作工作。「我凡事給你們作榜樣,叫你們知道應當這樣勞苦,扶助軟弱的人,又當記念主耶穌的話,說:『施比受更為有福。』」(使徒行傳20章35節)

把其他的人放在第一位:當顧客發現自己得到最好的服務和注意甚至超過他們的期待時,他們就會不斷地回來。「凡事不可結黨,不可貪圖虛浮的榮耀;只要存心謙卑,各人看別人比自己強。各人不要單顧自己的事,也要顧別人的事。」(腓立比書2章3-4節)

勞勃.泰默西是領袖資產協會的傳播部副部長,這是一個總部在美國喬治亞州亞特蘭大的非營利組織。他也是一個有40年經驗的退休新聞工作者。他寫過一本書「最佳狀態的商業:箴言給今日職場的歷久彌新智慧」(Business At Its Best: Timeless Wisdom from Proverbs for Today”s Workplace)。他也與David A. Stoddard合著一本書「導師之心」(The Heart of Mentoring)。最近他還編輯Gary Highfield所寫的書「當『想要』變成『必須』!」要了解更多資訊, 可上網www.leaderslegacy.com 或上他的部落格www.bobtamasy.blogspot.com以及www.bobtamasy.wordpress.com 。

省思 / 討論題目
4你是否曾經有不好的顧客經驗?如果有,你是如何回應的?你是否仍然回去原來的商店消費? 你的企業對於顧客服務所抱持的態度是什麼?你是否對顧客服務有正式的宣言或是哲學? 你是否同意維持現在的客戶比招攬新的客戶簡單? 在本篇週一嗎哪中,哪一段聖經的經節和原則對你來說最具意義?如果你想要看聖經和這篇主題有關的經節,請參考:箴言 18章12節;馬太福音20章27-28節;馬可福音10章45節;路加福音22章27節;哥林多後書8章9節;腓立比書2章7節

CUSTOMER SERVICE: THE ONE NON-NEGOTIABLE
Robert J. Tamasy

Years ago I learned a universal business truth we all would be wise to never forget: It is easier to retain customers and clients you already have than to attract new ones. This principle holds true for both for-profit companies and non-profit organizations. And the best way of retaining customers is through consistently excellent customer service.

I was reminded of this recently when my wife and I had a very disheartening experience at a restaurant we have often patronized. As we arrived, two of the staff members were discussing a problem with a coworker. When she realized their conversation was loud enough to be overheard, the hostess hastily apologized.

The young man guiding us to our seat was pleasant, but our server was perhaps the worst we have ever had anywhere. He was abrupt, did not smile, seemed inattentive and frankly, made us feel as if we were intruding on his time. I will not bore you with the details of our poor service, except to say this was the first time I can remember being anxious to finish our meal and leave the restaurant.

Unlike as is so common today, I did not turn to social media to register my displeasure. Instead, I went to the restaurant”s online customer comment page and described our dismal experience. Within an hour a manager from the establishment called to apologize, ask for more specifics, and then insist he would “make it right” by sending us a certificate for a complimentary meal. That seemed reasonable enough, but weeks later we have yet to receive anything or hear any more from the manager or anyone else from the restaurant.

So we not only received poor service during a dinner outing we had been anticipating, but also had cause to doubt the integrity of the restaurant”s management. If you want an example of bad customer service, there it is. Now we do not plan to ever return, despite good experiences in the past.

I would contrast that with companies I have consulted with where excellence in customer service is their top priority. They strive to exceed customer expectations if possible, and when there is a problem, they give the matter immediate, full attention, determined to do the right thing every time. How do we succeed in doing that? The Bible offers some timeless recommendations that work, regardless of one”s spiritual convictions:

Caring for others as you would expect to be cared for. In creating a customer-centered culture, a good question to ask is, “How would I want to be treated?” As Jesus told His followers, “Do to others what you would have them do to you” (Luke 6:31).

Giving is the surest way to receive what you want and also to achieve your objective. Giving, whether materially or in terms of service, provides its own reward – customer satisfaction, loyalty, and one”s own sense of having performed a job well. “…remembering the words the Lord Jesus himself said: ‘It is more blessed to give than to receive‘” (Acts 20:35).

Put other people first. When customers realize they are recipients of the best service and attention possible, perhaps even more than they had expected, repeat business is virtually guaranteed. “…in humility consider others better than yourselves. Each of you should look not only to your own interests, but also to the interests of others” (Philippians 2:3-4).

Robert J. Tamasy is vice president of communications for Leaders Legacy, Inc., a non-profit based in Atlanta, Georgia, U.S.A.

Reflection/Discussion Questions
Have you ever had a particularly memorable bad experience as a customer or client? If so, how did you respond – and did you continue to patronize the business that made you feel mistreated? What is your company”s general attitude toward customer service? Does it have a formal statement of its customer service commitment or philosophy? Do you agree with the view that it is easier to retain existing customers than to find and develop new ones? Why do you think that is the case? Which of the biblical passages and principles cited in this Monday Manna seems most meaningful to you?If you would like to look at or discuss other portions from the Bible that relate to this topic, consider the following brief sampling of passages: Proverbs 18:12; Matthew 20:27-28; Mark 10:45; Luke 22:27; 2 Corinthians 8:9; Philippians 2:7

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