Popeyes Chicken & Biscuits has launched another program called Keeping In Touch, in which Support Center employees contact Popeyes customers every month.
Their job is to follow up with customers whove complained after the Restaurant Manager or Area Manager has taken action to resolve the complaint.
This program enables those not working with customers on a daily basis to better understand vital customer issues. It also spurs managers at the restaurants to provide rapid service recovery.
These programs are simple yet powerful and positive. The restaurant managers feel well supported and understood. The people working in head office feel responsible and in touch with the customer service process.
And happy customers get the best of both worlds: rapid attention, genuine concern and follow-through from all parts of the organization.
Key Learning Point
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Getting in touch. Keeping in touch. Staying in touch. Good ideas. Good for business, too. After all, employees who understand are more productive. And customers who are well attended come back.
Action Steps
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Design a similar program for your organization. Have your head office staff spend a day or two working in the field. Have your field staff spend a few days helping out at head office. Involve everyone in the customer contact and follow-through process.
Ron Kaufman is an internationally acclaimed educator and motivator for partnerships and quality customer service. He is author of the bestselling UP Your Service! and founder of UP Your Service College. Visit http://www.UpYourService.com for more such Customer Service articles, subscribe to his Newsletter, or to buy his bestselling Books, Videos, Audio CDs on Customer Service from his secure Online Store. You can also watch Ron li ve or listen to him at http://www.RonKaufman.com.
Author:: Ron Kaufman
Keywords:: customer service, customer satisfaction, good management, successful business
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