AT&T (any company?) and Customer Service Improvement

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Laurie Brown on how AT&T can improve their customer service (from @androidandme)

  1. Make sure every customer is greeted, or at least acknowledged immediately, and sincerely.
  2. Change their policies. Don’t task employees with selling a new service or product during every customer encounter, especially not when a customer has a problem.
  3. When a customer does have a problem, or seems unhappy, greet them warmly letting them know you intend to solve that problem. Take ownership.
  4. Treat every customer as if they were a guest in your home.
  5. Train and empower employees. Employees should not always have to get a manager to solve a customer’s problem.
  6. Reward employees who come up with creative solutions to problems.
Frankly, seems somewhat obvious to me - it seems to be about as basic as a recipe should get (and almost certainly one of those things that you see in values statements everywhere, and is about as universally ignored...)






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