Welcome to Vent2Me!
We understand and appreciate how busy employers of organisations are, so we are thankful that you have taken the time out to read our blogs. We can assure you that if you do read our blogs (you may find the blog dedicated to consumers valuable too), that we will be able to help you in improving your customer service levels and employee satisfaction. Each blog post, we will share tips and provide you with advice on how to improve your organisation. We will also provide rationale as to why effective service marketing strategies are invaluable in ensuring long-term success for your organisation.
At any time feel free to leave a comment, make your own blog post or contact us to see how Vent2Me can assist your organisation.
Similar to the consumer’s blog, I will end this post with a quick story regarding poor customer service. You will note that the morale of the story is different for you. Earlier this year, I bought an item from a large department store (no names, but they have recently finished renovating their flagship store) that turned out to be faulty and therefore according to the Trade Practices Act was not fit for purpose. I ended up going to their store in another location to ask for an exchange or refund, unfortunately despite only having the item for two weeks and my receipt they told me that I couldn’t get a refund as I would need to speak to the manager. Of course, I asked to speak to the manager and they told me that they were not working today and that I should come back another day to speak with them. I respond telling them that as I work full-time, returning during working hours is difficult, which they responded by taking my details down and telling me that their manager would contact me to discuss. Four days later and I still hadn’t received a phone call, so I rang the department store and spoke to the manager to find out my message hadn’t been passed on and that getting a refund would no problem. As a result, I had to go visit the department store for the second time and finally, I got my refund!
Now the morale of this story for organisations is that you need to train ALL employees in the correct handling of policies and procedures. It doesn’t matter if they are only casuals that work three hours a week, all employees are representing your organisation. In fact one bad experience is enough to put a customer off from visiting again! In my case, since this incident earlier this year, I haven’t returned to this department store.
Next blog post will be dedicated to the importance of service recovery.
Cents and Sensibility
Julia Taine, Executive Director of Vent2Me, is a marketing problem solver and mentor. A mover and a shaker, Julia sees a niche in an industry, and takes it, by making it her own. Julia started Vent2Me, because people she knew were struggling with their online presence and their digital strategies. Julia knew she could help these people, and so here she is today.