Comments on: Little things can make a big difference http://amazingserviceguy.com/2164/little-things/ Customer service training, books, courses and other resources Fri, 11 May 2012 17:35:25 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Kevin Stirtz http://amazingserviceguy.com/2164/little-things/#comment-208 Kevin Stirtz Tue, 03 Nov 2009 14:05:44 +0000 http://amazingserviceguy.com/?p=2164#comment-208 Shaun - you mention a smart but often forgotten issue. A good "bedside manner" is always important (and expected) but needs to be backed up by real solutions. It's nice to get a nice employee helping us but if they can't really help us we'll go elsewhere. Thanks for your comment! Shaun – you mention a smart but often forgotten issue. A good “bedside manner” is always important (and expected) but needs to be backed up by real solutions. It’s nice to get a nice employee helping us but if they can’t really help us we’ll go elsewhere.

Thanks for your comment!

]]> By: Kevin Stirtz http://amazingserviceguy.com/2164/little-things/#comment-207 Kevin Stirtz Tue, 03 Nov 2009 14:03:21 +0000 http://amazingserviceguy.com/?p=2164#comment-207 Thanks Jessica! Thanks Jessica!

]]> By: Shaun Sayers http://amazingserviceguy.com/2164/little-things/#comment-206 Shaun Sayers Sat, 31 Oct 2009 05:39:15 +0000 http://amazingserviceguy.com/?p=2164#comment-206 I do agree that little things make a difference .... provided you get the big things right first. When businesses compete you need to know where to pick your battles, and which ones matter. In competitive markets there are generally lots of companies who have got the basics right, so it is indeed the little things that make the difference. But this is no consolation if the big things are not functioning As an example I have had exchanges with three large companies this year, my internet provider, my bank and my mortgage provider. My internet provider took 8 weeks to hook me up when I moved house (after charging me from day one of course), my bank accidentally closed my account and caused all manner of problems for six weeks, and my mortgage provider charged me a whole load of inappropriate fees when I moved house, and I'm still trying to get them repaid even though they've accepted the goof In each case I have had telephone conversations with the complaints department, and in each case their bed-side manner was exemplary. The thing is, to date, I think I have been unable to impress upon them that there is more to customer service than being polite and apologising ... whilst this is nice I do actually at some point want my problems fixed. Bizarrely this has apparently been a secondary issue and, should matters finally get resolved, I should see it as some sort of bonus I am right aren't I? Or maybe I'm going mad. This is a possibility I do agree that little things make a difference …. provided you get the big things right first. When businesses compete you need to know where to pick your battles, and which ones matter. In competitive markets there are generally lots of companies who have got the basics right, so it is indeed the little things that make the difference. But this is no consolation if the big things are not functioning

As an example I have had exchanges with three large companies this year, my internet provider, my bank and my mortgage provider. My internet provider took 8 weeks to hook me up when I moved house (after charging me from day one of course), my bank accidentally closed my account and caused all manner of problems for six weeks, and my mortgage provider charged me a whole load of inappropriate fees when I moved house, and I’m still trying to get them repaid even though they’ve accepted the goof

In each case I have had telephone conversations with the complaints department, and in each case their bed-side manner was exemplary. The thing is, to date, I think I have been unable to impress upon them that there is more to customer service than being polite and apologising … whilst this is nice I do actually at some point want my problems fixed. Bizarrely this has apparently been a secondary issue and, should matters finally get resolved, I should see it as some sort of bonus

I am right aren’t I? Or maybe I’m going mad. This is a possibility

]]> By: Jessica http://amazingserviceguy.com/2164/little-things/#comment-205 Jessica Thu, 22 Oct 2009 16:20:13 +0000 http://amazingserviceguy.com/?p=2164#comment-205 Great Info! Thanks for the post! Great Info! Thanks for the post!

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