Customer Service News Letter

1) Next – a story with a happy ending – eventually!
2) The tyre story
3) First Direct – first for service
4) National Customer Service Week

1) Next – a story with a happy ending – eventually!

I have been a customer of the Next Directory for a number of years, and having recently moved house, realised that I had not received the latest copy of the Directcory – perhaps it had gone to my old address. I phoned Next Directory who are invariably very efficient, and a helpful team member said she would get one couriered out to me. I was away when the courier company attempted to deliver the Directory (twice), so I rang them and left a message on their automated answer service asking for a call back. Having had no contact after a couple of days, I rang them and after they had denied receiving a message from me, told me that the product had been destroyed. I phoned Next again and asked if the Directory could be delivered to a courier depot that was only 17 and not 60 miles from me – couldn’t be done! OK, can you deliver it to one of your own stores (NEXT), can’t do that, it’s a different company! After some persuasion another very helpful member of the Next Directory team DID arrange for it to be delivered to my nearest store, where, as it still had not arrived, the Store Manager allowed me to have one of their copies. All this for me to spend money with them.

How do YOU know what your customers want from you, and are you constantly looking for ways to make it easier for customers to do business with you?

2) The tyre story

I was recently working in Devon and noticed that one of my tyres was wearing low. I checked some prices on the net and made a couple of calls to local tyre fitters. The one I selected was really helpful on the phone and when I arrived the next day found that they had ordered 2 tyres – good job as my other front one was worn when we looked at it. Car up on the ramp – rear ones worn as well – must be the tracking. The fitters, who were all very pleasant offered to get 2 rear tyres from their local depot, either there and then, or for the next day, keeping me informed all the way through the process on everything, including the price which was rocketing. Nothing was too much trouble for them and I left with 4 new tyres and my tracking corrected. The point of this story is that if I lived nearer to the company, I would return there time after time because of the level of service I received. The price was reasonable but for me, it was the rapport and trust that they managed to develop in a very short period of time that made the difference.

When you consider it costs 5 times more to attract a new customer than to retain an existing one, it makes economic sense really look after any customer that walks through the door. (Or phones, or contacts you via the net!)

3) First Direct – first for service

I have been a First Direct bank customer for over 15 years and have always been a fan of the level of service they provide, both over the phone and also on the Internet. First Direct recently topped a Watchdog (BBC consumer programme) online poll where 87.2% of customers said they were very satisfied with the Bank’s service compared to an average of 36.9% for other banks and building societies that took part in the poll. Also 96% of customers said they would recommend First Direct to others compared to just over 50% for the other banks and building societies. I for one will be staying with them for the foreseeable future purely down to the consistent service I have received over the years I have been with them.

4) National Customer Service Week

Every year, there is an opportunity to celebrate the high levels of customer service your organisation delivers, and to recognise your people who have helped you deliver that excellent service. Run by the Institute of Customer Service, National Customer Service week runs from 6th to 12th October this year. You can find out more about how you can take part by going to their website www.nationalcustomerserviceweek.com