I hope we all have realized the importance of employee satisfaction as it relates to customer satisfaction. Please post a comment in response to the case studies we watched tonight. Any companies of interest?
The people at the the aquiremum did so well because the people wanted to do it and volenteers. if they were not satisfied then they would have not volenteered and work there.
With being a traveler, it was nice to see the level of service that the Ritz-Carlton hotel chain gives towards their numerous guests. I was not aware that they create a database of guests likes and dislikes as well as special needs of the many return guests they get and it is share by all Ritz-Carlton hotels world wide. It gives the guests that special feeling of coming home even on long trips to foreign countries. The Aquarium was nice to see that they strive to get past what many feel is normal levels of specific types of employees. It shows that they are trying to become a true integral part of the area as well as open doors to many that were thought closed.
About the guy who called AOL to cancel his account and the Help Desk Representative would not let him do it. I think that was a really poor customer handling because trying to talk a customer into something that they do not want to do will get them aggraviated and eventually, the company will lose that customer. And with all the media that we have nowadays, not only Internet blogs but also TV are means to express one's thoughts and as this person did, the company earns a bad reputation in front of customers and prospective customers.
It is good to see that all companies have not gotten away from trying to make their employees happy and enjoy working. The company that I used to work for was at one time the best to work for. Upper management knew are names and our family’s names. Directors used to call us and tell us how good a job we were doing and praise us. By the time I left the only thing they were doing was trying to blame us for someone else's mistakes so they could fire us. With that, they didn't have to give us anything when we were let go.
If you spend any amount of time on a help desk you will run into your share of difficult customers. The examples we heard in class were unbelievable, on both ends.
I did my latest current event on handling difficult customers. The article I based it off of was informative and funny. Here is a link to it:
I can go along with this guy about AOL because I had an experience with AOL myself. They offered free months for service. My experience was not intense as his.
6 comments:
The people at the the aquiremum did so well because the people wanted to do it and volenteers. if they were not satisfied then they would have not volenteered and work there.
With being a traveler, it was nice to see the level of service that the Ritz-Carlton hotel chain gives towards their numerous guests. I was not aware that they create a database of guests likes and dislikes as well as special needs of the many return guests they get and it is share by all Ritz-Carlton hotels world wide. It gives the guests that special feeling of coming home even on long trips to foreign countries. The Aquarium was nice to see that they strive to get past what many feel is normal levels of specific types of employees. It shows that they are trying to become a true integral part of the area as well as open doors to many that were thought closed.
About the guy who called AOL to cancel his account and the Help Desk Representative would not let him do it. I think that was a really poor customer handling because trying to talk a customer into something that they do not want to do will get them aggraviated and eventually, the company will lose that customer. And with all the media that we have nowadays, not only Internet blogs but also TV are means to express one's thoughts and as this person did, the company earns a bad reputation in front of customers and prospective customers.
It is good to see that all companies have not gotten away from trying to make their employees happy and enjoy working. The company that I used to work for was at one time the best to work for. Upper management knew are names and our family’s names. Directors used to call us and tell us how good a job we were doing and praise us. By the time I left the only thing they were doing was trying to blame us for someone else's mistakes so they could fire us. With that, they didn't have to give us anything when we were let go.
If you spend any amount of time on a help desk you will run into your share of difficult customers. The examples we heard in class were unbelievable, on both ends.
I did my latest current event on handling difficult customers. The article I based it off of was informative and funny. Here is a link to it:
http://www.dummies.com/WileyCDA/DummiesArticle/id-597,subcat-FAMILY.html
I love how they lay it out so anyone can understand. (from the For Dummies series)
I can go along with this guy about AOL because I had an experience with AOL myself. They offered free months for service. My experience was not intense as his.
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