The Value of a Friendly Staff - V 2.0
I dont know why the original post was closed. It seemed to me it was just actually getting to the heart of the topic. I also dont think it was "too personal" Considering WRVPO's choice of handle and h...
Forum Discussion
4X4Dodger wrote:
I dont know why the original post was closed. It seemed to me it was just actually getting to the heart of the topic. I also dont think it was "too personal" Considering WRVPO's choice of handle and his often provocative customer service views.
WRVPO has his view and his view of things went right to the heart of the matter under discussion. His business philosophy was what was in question. Not him personally.
And this is a topic of great interest to so many as we all use these parks at one time or another. I think it is also good for WRVPO to hear what his potential customer base thinks. Whether he heeds that or not is up to him.
But as a representative of the RV Park side of things on this forum and by choosing his "handle" as "Western RV Park Owner" he has really set himself up for spirited discussions and should expect some flack now and then. If he didnt want this he would have chosen a different name.
As for customer service: The VERY FIRST WORD out of a staff or owners mouth when confronted by a customer complaint/problem or issue MUST be "I am Sorry". No excuses. No reciting of Policy. Then they should say: What can I do to make it better?
Additionally being a smart customer service person...you will LISTEN...your customers can often teach you alot. And it gives them a chance to vent their frustration which in some cases is all they need. When followed by an immediate apology they, in many cases in my experience, are satisfied and will be happier and feel that you have actually "done something about their problem" when in fact all you did was listen.
I agree with most of your comments, however the customer is not always
right and the complaint is not always valid. There are 2 sides to every story. Good customer service is about more than just lip service.
There are times that the customer is correct and the appropriate action/apology is required. There are times when the customer is incorrect and the appropriate action/ explanation is required.
There is no one size fits all approach.
Good customer service requires a balance of tact and technique, politeness,friendliness and firmness.
