Austin's ePortfolio

MKTG 1010 Customer Service

Chapter 3 Listen to your customers

2.  Action tip 6- Bite Your Tongue Before Interrupting.
Listening without interrupting is polite and necessary in customer service.  It is sometimes tempting to interrupt especially when you are in a hurry.  I have noticed that if someone interrupts me when I am talking, it can interrupt my thought process and I can’t even remember what I was going to say.  I do not like it when people do this to me; I try very hard not to do it to other people.

It is important to let the customer finish what they are saying before you ask any questions that you might have regarding what they said.  The customer will feel more comfortable talking to you and you will be able to provide the service that they need because you are listening and then clarifying at the end to ensure that they are getting what they need.  This is something I encounter every day in my job.  From my experiences I have learned to be patient.  The customers appreciate when I don’t interrupt and when I give them the chance to express themselves.

 3.  Reviewing the Facts
#6.  Using “gatekeepers” can be a problem because you may not be getting all of the information needed in order to help the customer.  One way that organizations can minimize the number of gatekeepers is for every employee to be responsible for their own customers.  This way messages don’t get distorted and everyone is able to provide better customer service. 

Chapter 9 Recover the Potentially Lost Customer

Marshall Field Quote
The quote by Marshall Field means that all customers come in to do business which supports me, but it is the ones who give constructive criticism that help me improve my business.  They are the ones who give me the opportunity to make positive changes.  It’s the ones who don’t complain that make it difficult.  I can’t make changes, and they may just complain to other people.  This would really hurt my business.
I agree with Marshall Field.  I know from experience that it works out really well when a customer complains and I am able to fix the problem.  Sometimes it’s a bit painful, but I know that it’s for the best.  The customers who scare me the most, is the ones who don’t complain.  They could be going out and spreading negative word of mouth about the business.  Complaint’s shouldn’t be taken negatively and should be used constructively.

Wrongness and Rightness
It’s very important to please your customers.  They may not always be right, but we should keep the customer happy so they will want to return to do business.   It may be that you lose money trying to please a customer, but looking back in chapter 1 at how word of mouth escalates, it might just be worth losing  money to keep a customer.  Although losing money on a transaction may seem like a win lose relationship for the business, it actually is a win win relationship in the long run.       

Chapter 10 Exceed Expectations

Applying the Ideas #2
I would open a steak house restaurant.  It would have an old town feel with western rustic décor.  I would want to start out on the right foot by trying to exceed customer expectations.  One thing I would do is offer a novel challenge.  I would give the customer an opportunity to eat a 72oz. steak within one hour and if completed the dinner is free.  I will also guarantee the food I serve.  If the customers are not happy with the product I will provide them with something else.  The next thing I would do to exceed customer expectation is to make all the food to order.  If a customer has a special request then we would comply.  I also think it would be important to exceed the customers’ expectations by surprising them with something unexpected.  I would provide a scoop of ice-cream as desert for all of my customers.  Packaging or presentation of the food is important to the customer.  I would have the steaks brought out to the table on a sizzling hot platter separate from the side dishes.  Its appealing to the all the senses.  All of these things will help build A+ value and will hopefully bring a lot of return customers.

Reflective Writing

I have learned a lot through the assignments in this customer service class.  I have been able to apply the methods and techniques in my work place.