Recently I blogged about negative experience at Parking spaces in Oslo, of which Europark immediately responded to waive the parking fine. This shows two things in the way Europark is improving their customer experiences.
Although I am not aware of what he will be presenting let me use the Europark incident to point out why Customer Experiences starts with the Human Resources we employ. In every service industry the main interface if not the first interface of a customer is possibly human or human related.
Take into account Oslo experience. The parking attendant failed to see that parking ticket was paid and issued a fine which lead to a very unhappy customer. If only the parking attendant was trained to be more vigilant then there will be no unhappy customer. However this exercise also exposed that the customer service organization was able to turn a bad experience to a good one by recognizing the mistakes made and waiving the parking fine.
The human resource we employ can reflect loudly on what expectations our customers perceived and more importantly what experience we give them. For example Four Seasons Hotel has very friendly staff compared to say Hilton Hotel (at least comparing experiences in Singapore). Having said that since the price point is very similar returning guest will flock to Four Seasons first before they consider Hilton. what does the avertising below tells you about customer experiences provided by each hotel's staff?
In the services industry a good customer experience comes from how friendly and accommodating the human resources are. Today I had lunch with a friend who mentioned that his IT company wants to increase revenue and margin so they are planning to take multiple support calls at a time by putting one customer on hold while addressing another customer. Just imagine the nightmare that it will bring to the customer who was put on hold for several minutes. If I was that customer I will take my business elsewhere.
If you happen to be in Singapore try visiting the IQPC CEM Asia event, there are a lot of things to learn from those who have implemented sucessful CEM programs from various industries...
- They empower their staff to immediately resolve issues
- They did not fully train their staff to provide good customer experience from the beginning
Take into account Oslo experience. The parking attendant failed to see that parking ticket was paid and issued a fine which lead to a very unhappy customer. If only the parking attendant was trained to be more vigilant then there will be no unhappy customer. However this exercise also exposed that the customer service organization was able to turn a bad experience to a good one by recognizing the mistakes made and waiving the parking fine.
The human resource we employ can reflect loudly on what expectations our customers perceived and more importantly what experience we give them. For example Four Seasons Hotel has very friendly staff compared to say Hilton Hotel (at least comparing experiences in Singapore). Having said that since the price point is very similar returning guest will flock to Four Seasons first before they consider Hilton. what does the avertising below tells you about customer experiences provided by each hotel's staff?
In the services industry a good customer experience comes from how friendly and accommodating the human resources are. Today I had lunch with a friend who mentioned that his IT company wants to increase revenue and margin so they are planning to take multiple support calls at a time by putting one customer on hold while addressing another customer. Just imagine the nightmare that it will bring to the customer who was put on hold for several minutes. If I was that customer I will take my business elsewhere.
If you happen to be in Singapore try visiting the IQPC CEM Asia event, there are a lot of things to learn from those who have implemented sucessful CEM programs from various industries...
1 comment:
those are very expensive shoes
Post a Comment