tag:blogger.com,1999:blog-7985758839635880432.post5714381775556045582..comments2023-07-27T04:58:39.831-07:00Comments on Design Guy: CUSTOMER SERVICE: Part IIIDesign Guyhttp://www.blogger.com/profile/16255086097615826920noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-7985758839635880432.post-84837845177210015322010-02-21T16:53:16.534-08:002010-02-21T16:53:16.534-08:00Here's what some businesses fail to learn: cus...Here's what some businesses fail to learn: customer satisfaction BEGINS with employee satisfaction. Happy employees are excited to represent your product and your service. Happy employees will make sure needs are understood and promises are kept. Herb Kelleher and Southwest Airlines are champions of employee satisfaction and Southwest is amazingly successful.Sheri Cardernoreply@blogger.comtag:blogger.com,1999:blog-7985758839635880432.post-70569322463603005352010-02-21T16:49:36.181-08:002010-02-21T16:49:36.181-08:00Sometimes customers abuse good customer service. ...Sometimes customers abuse good customer service. At our car dealership, we once provided "loaner" cars for customers who had to leave their car for repairs with us. I remember a customer calling us to pick up our loaner car out of town because it "broke down" and he got another ride home. We sent the wrecker out to pick it up and found out why it "broke down" -- it was out of gas! The customer evidently didn't consider his side of the equation - that he should put gas in the car since he used it that day and then return it where he picked it up -- with us! I see the same with WalMart and their excessively generous return policy (which has tightened up, finally). I saw a customer return a bedspread which had evidently been in use for at least two years, judging by the wear, and telling WalMart Customer Service that it "wasn't the right color." WalMart accepted it as a return. When customers abuse customer service, it costs us all - businesses and other customers.Anonymousnoreply@blogger.com