Just an observation, for what its worth
When I was growing up, I remember seeing good sam stickers on the backs of campers, trailers, rv's etc. I now read this forum and have been a member of this online community for a few years. I keep ...
Forum Discussion
suprz wrote:
When I was growing up, I remember seeing good sam stickers on the backs of campers, trailers, rv's etc. I now read this forum and have been a member of this online community for a few years. I keep seeing complaints about good sam club and its different branches of service. The one thing that keeps bothering me is the "marcus quick response team", I just keep thinking that if you need a "quick response team" then that should send up a red flag to the powers that be, that there is a big issue when it comes to service. I have been in customer service for more than 30 years and believe that how you treat your customer will make or break your business. Maybe if every customer service rep was empowered the same as the "quick response team", or were trained to be better reps, and good sam overhauled the business top to bottom, there would be no need for a "rapid response team" but that is just an opinion
How many companies allow, support a ONLINE forum, where you are going to see more of the complaints/fustrastions versuses good service stories? Nature of online forum.
Camping World/Good Sam with the growth & take over of many RV dealerships, has quite a chore to get consistency with customer service across the organization.
I do agree,with empowering customer service to fix things to increase customer satisfaction, might happen if they were measured by customer satisfaction. Betting the main measurement system is closer to costs/expense and profit margins, with customer satisfaction farther down the scale.
The "quick response team" and "rapid response team", is no different than the customer service, fighting fires, may or may not improve customer satisfaction. To their credit, not many companies go this route (online forum support & follow-up) due to nature of forums and how news travels.
You ever watch Marcu's business show (The Profit): he helps save struggling business's, with the matra of:
Focus on three 3 P's: People, Product, Procedures
Would be interesting to see how this is applied throughout CW & Good Sam.
Markiemark
