Customer Service Tips (Part 1)
A few weeks ago, I had my car serviced at Honda Cars Pasig. I usually bring my car there for kilometer checks and other major/minor repairs and up until the last time, service was generally okay, even good the last few times. From my experience with Service Advisor N., I have a few tips to give out to people who may be tasked with serving or servicing clients. Here are some things you may wish to do to minimize strain between you and your client:
1. Give feedback when you say you will. – When you tell the client that you will call her for feedback on a certain day, make sure you deliver. Do not wait for the client to call to follow up. Do not give feedback at the last minute.
2. Be available. – Minimize the times when you can’t be found at your desk or table. Make it a habit to return your client’s call. Companies should not ask their clients to call back in 5-10 minutes. The person answering the phone should take the caller’s message and contact information so he/she can ask the person concerned to return the call. Never leave a client hanging on the line. There was one time when I called Honda and I was made to wait for several minutes. I ended up putting the phone down, waited a few minutes and called again.
3. Do not give excuses. – I made several phone calls to Honda the last time and during a few occasions, the person I talked to gave excuses as to why he or she could not help me. “Your car’s information is not here on my computer.” “I don’t know who connected you here but I do not have the information on the pricing of the parts.” In exasperation, I asked why I was connected to him in the first place?
This reminds me of a true incident which happened involving PLDT. A company was having problems with its billing statement. The person concerned had tried calling customer service several times but either could not contact the individual she needed to talk to or could not get through. She then decided to call the office of a senior officer at PLDT to inquire if there was any other number that she could call to discuss her billing problems. The secretary/assistant of the senior officer answered the phone and upon being asked for another customer service number, the secretary asked the caller what the problem might be. The secretary took note of the problem and told the caller that she would personally get in touch with the individual at customer service and ask the person to get in touch with the caller. In a few minutes, the problem was solved with the PLDT customer service person calling the inquiring client directly. Now that’s customer service, on the part of the secretary! Everyone in a company should remember, that we are all in “customer service.”
(To be continued.)