Beth Boen is on a mission at The VOICE Customer Service Training - to restore the lost art of providing exceptional customer service and turn the tide on poor customer service becoming the norm! Her blogs contain tips on how to provide exceptional customer service in everything you do!
Customer Pet Peeve #10
"No, I'm not a crazy lady. I'm just upset that no one called me back with an answer, like I was promised."
Broken promises in regards to follow up and follow through can cost your organization business. Many times, when the customer who was promised some sort of action as follow up to a problem doesn't get it, they take their business elsewhere. Not only that, you have to be aware of bad reviews being spread when promises are broken. Train your staff to under promise and over deliver. Promise what you know you can do, not what you hope you can do. If you know that the promise deadline will not be made on time, then call the customer, apologize sincerely and professionally, and let them know you are still working on getting the answer to their question. Ask them for permission to contact them back at a new date/time when you are confident you will have the information they requested.