Customer Service Lessons: Learning From Your Clients
While Intrapromote prides itself on its superior customer service, we’re always open to learning how we can improve, and I learned a great customer service best practices tip from one of our clients the other day.
Our client was the victim of a fax scammer. Someone outside of the US had sent spam faxes to hundreds of people and attributed them to our client. Soon our client was getting dozens of irate emails and phone calls from the fax recipients. Our client checked their customer lists and found that none of the scammed individuals were on the list, nor was the phone number associated with the faxes a phone number related to our client’s business.
Now some companies might shrug off such an incident and say, “Well it wasn’t us, not much I can do about it.” Instead our client took the time to personally respond to each individual who had contacted them. In one case, one of the scammed individuals was very upset, and after our client explained that they weren’t responsible and were working to discover who the spammer was, that individual showed gratitude and felt better about the situation. As the issue wound down, each affected person let our client know that they were really impressed with their response and the caring attitude our client had shown them.
So just when you think you know a lot about customer service best practices, you discover that customer service has a much broader definition. Great customer service doesn’t just apply to your current customers. It applies to the public in general; everyone your company comes in contact with. I found our client’s actions to be really exemplary and something I will remember for a long time.
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