Lance 1181, First Impressions Wrong
Well its been 6 months with my new camper. I originally posted that I was happy with my unit, boy did things change after the honeymoon. Here is my first post. https://www.rv.net/forum/index.cfm/...
Forum Discussion
I manage several high end auto dealers service centers and the single biggest problem is not apologizing followed closely by not returning phone calls. Most issues that get escalated to my desk start off the same way " no one apologized..........." .
The problem is work overload these days and a definite lack of manners in todays society. When I conduct customer interaction training sessions we always talk about fixing the customer first and the product second.
A good analogy to use in this situation is to go back to when you were 6 and playing in the yard, you fell down and skinned your knee and went running to your mother. The first thing she did was not ask you to describe the pain and fix the scratch, she gave you a hug, told you she loved you, wiped away the tears and then looked at your booboo.
Too many people in the service industry forget to hug the customer.
The problem is work overload these days and a definite lack of manners in todays society. When I conduct customer interaction training sessions we always talk about fixing the customer first and the product second.
A good analogy to use in this situation is to go back to when you were 6 and playing in the yard, you fell down and skinned your knee and went running to your mother. The first thing she did was not ask you to describe the pain and fix the scratch, she gave you a hug, told you she loved you, wiped away the tears and then looked at your booboo.
Too many people in the service industry forget to hug the customer.
