Please Provide An Example Of When You Have Delivered Excellent Customer Service
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Please Provide An Example Of When You Have Delivered Excellent Customer Service
I have a job interview to be a flight attendant in few days and I would like to find the best answer for the question: please,provide a personal example of when you hava delivered excellent customer service thank you!
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When the Customer is at FaultSometimes, you will run into a situation where a customer is the actual cause of his complaint. Handling these situations with tact is the key to providing good customers service. For example, suppose you own a clothing boutique with a seven-day return policy that is clearly stated on your sales receipts, and a customer brings a dress back 12 days after her purchase.
To resolve the problem, you can explain your return policy to her, accept the return if it is unworn and can be resold, and then welcome her future business. This way, the customer gets what she wants, and you don't lose out because you can resell the dress. When the Company Makes MistakesAs much as you may try to avoid it, it is very likely that you will be the cause of a customer's dissatisfaction at some point. When this happens, it is important to do all you can to quickly resolve the issue to the customer's satisfaction.
For instance, if you make custom handbags, but used the wrong fabric for a customer's order, the best thing to do would be to refund her money and pay for postage to return the wrong bag, or re-send her order and offer return postage for the incorrect handbag. Handling Abusive SituationsIt takes patience to provide good service to abusive customers. Abuse is typically in the form of yelling, being insulting or spewing profanities. When this happens, do not stoop to the customer's level and return insults and do not yell. To provide good customer service, allow him to finish speaking and then ask him to calm down so that you can provide assistance. If this does not work, gently inform the customer that you cannot help him unless he is able to hear what you're saying.If he continues being abusive, you may have no choice but to ask him to leave your establishment or hang up the phone. Doing this is not bad customer service – no one should have to take repeated abuse, even from a customer.
Communication is KeyEnsuring that you make every effort to effectively and clearly communicate with your customers is essential to good customer service. This can include posting company policies clearly so that customers see them, offering a website where they can get contact and product information, or distributing satisfaction surveys and questionnaires. In the event of a problem, sharing, rather than hiding, from your customers can affect their loyalty to you.For example, if you sell makeup that is recalled because of a safety issue, make your best effort to personally contact your customers, whether it is by postal mail, email or phone, to warn them and offer refunds. They shouldn't have to find out about the recall from local media outlets or friends before they hear it from you. Honoring GuaranteesIf you make a promise to a customer, whether it on purpose or by mistake, your best bet is to honor it. Otherwise, you are not providing good customer service. For example, let's say you own a graphic design firm and guarantee each customer that he can receive as many revisions on his design as he wants.
If a certain customer asks for 29 revisions, you are better off doing the work without complaint and honoring your promise, as opposed to limiting the number of corrections you make. If that customer goes on to tell her colleagues that you failed to meet your guarantee, you could lose out on potential customers and have a sullied reputation.