Comments on: Managing through the recession – Focus on customer service http://propr.ca/2008/managing-through-the-recession-focus-on-customer-service/ Exploring social media and public relations Fri, 18 May 2012 00:13:40 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Monday Reading Roundup Take #15 http://propr.ca/2008/managing-through-the-recession-focus-on-customer-service/comment-page-1/#comment-569061 Monday Reading Roundup Take #15 Mon, 03 Nov 2008 14:31:14 +0000 http://propr.ca/?p=1513#comment-569061 [...] victims. And great customer service is a much needed lifeboat. Joseph Thornly of Pro PR has a great case study from the travel and tourism industry to show you just how much high quality customer care can do for [...] [...] victims. And great customer service is a much needed lifeboat. Joseph Thornly of Pro PR has a great case study from the travel and tourism industry to show you just how much high quality customer care can do for [...]

]]> By: Joseph Thornley http://propr.ca/2008/managing-through-the-recession-focus-on-customer-service/comment-page-1/#comment-567364 Joseph Thornley Wed, 29 Oct 2008 12:35:48 +0000 http://propr.ca/?p=1513#comment-567364 Todd, Mark, Arieh, Adrilia and Pana - Thanks for your comments. It's nice to get a reaction like this to a post. Your comments encourage me to continue to write about managing through the recession. Stay tuned for more posts on this topic. Todd, Mark, Arieh, Adrilia and Pana – Thanks for your comments. It’s nice to get a reaction like this to a post. Your comments encourage me to continue to write about managing through the recession. Stay tuned for more posts on this topic.

]]> By: Pana Bountis http://propr.ca/2008/managing-through-the-recession-focus-on-customer-service/comment-page-1/#comment-567184 Pana Bountis Tue, 28 Oct 2008 18:37:30 +0000 http://propr.ca/?p=1513#comment-567184 I agree that it's obvious that "cookie cutter uniformity" is an unwise customer-service appproach for companies since customer perception really is the company reality. Companies need to adapt to changing environments brought on by the recession, and quality internal customer service ensures this far more than external customer service. It's not about following "cookie-cutter" rules, but the way values are conveyed to customers, so that customers can perceive them in a way that makes them feel they are cared for. I agree that it’s obvious that “cookie cutter uniformity” is an unwise customer-service appproach for companies since customer perception really is the company reality. Companies need to adapt to changing environments brought on by the recession, and quality internal customer service ensures this far more than external customer service. It’s not about following “cookie-cutter” rules, but the way values are conveyed to customers, so that customers can perceive them in a way that makes them feel they are cared for.

]]> By: Adrilia http://propr.ca/2008/managing-through-the-recession-focus-on-customer-service/comment-page-1/#comment-567163 Adrilia Tue, 28 Oct 2008 16:48:12 +0000 http://propr.ca/?p=1513#comment-567163 Wonderful post. So refreshing to hear some stories of great customer service. I agree completely: It is always about the personal focus, the personal interaction and shared values that include treating others with respect, empathy and kindness. Training staff to take care of the person first, then the situation is one of the keys. And yes, customer service is one of the keys to excel, especially in tough times. Wonderful post. So refreshing to hear some stories of great customer service. I agree completely: It is always about the personal focus, the personal interaction and shared values that include treating others with respect, empathy and kindness. Training staff to take care of the person first, then the situation is one of the keys. And yes, customer service is one of the keys to excel, especially in tough times.

]]> By: Arieh Singer http://propr.ca/2008/managing-through-the-recession-focus-on-customer-service/comment-page-1/#comment-567142 Arieh Singer Tue, 28 Oct 2008 15:01:47 +0000 http://propr.ca/?p=1513#comment-567142 "If the quality of the interaction, not the quantity of transactions, is the objective then quality of service will be the outcome." -> For me that line truly sums up the interaction between a service provider and a client. If it does not exist, then it's not likely I will continue doing business. I have had quite a similar interaction with my ISP Teksavvy, who I chose (in part) because it was not Bell or Rogers. Great post Joe! “If the quality of the interaction, not the quantity of transactions, is the objective then quality of service will be the outcome.” -> For me that line truly sums up the interaction between a service provider and a client. If it does not exist, then it’s not likely I will continue doing business. I have had quite a similar interaction with my ISP Teksavvy, who I chose (in part) because it was not Bell or Rogers.

Great post Joe!

]]> By: Mark http://propr.ca/2008/managing-through-the-recession-focus-on-customer-service/comment-page-1/#comment-567138 Mark Tue, 28 Oct 2008 14:45:43 +0000 http://propr.ca/?p=1513#comment-567138 I have had some experiences in which a service provider has so badly mishandled the basics of my concerns that the problems have snowballed. Surprisingly, in some of those cases, the organizations have managed to completely win me over with very simple and above-board tactics. Those companies will enjoy my business for a long time. Still, some of those companies have managed to mistreat me and dismiss my concerns in a most perfected way. United Airlines is one such company. It's a lot easier -- and I'm quite certain that it would be cheaper, too -- to be committed to doing a good job and taking care of the client from day one. And the truly committed constantly assess, reassess and make necessary adjustments. It sounds like Fairmont is in that category and I thank you for bringing this up. I will definitely consider Fairmont in my future travels. I have had some experiences in which a service provider has so badly mishandled the basics of my concerns that the problems have snowballed. Surprisingly, in some of those cases, the organizations have managed to completely win me over with very simple and above-board tactics. Those companies will enjoy my business for a long time. Still, some of those companies have managed to mistreat me and dismiss my concerns in a most perfected way. United Airlines is one such company.

It’s a lot easier — and I’m quite certain that it would be cheaper, too — to be committed to doing a good job and taking care of the client from day one. And the truly committed constantly assess, reassess and make necessary adjustments. It sounds like Fairmont is in that category and I thank you for bringing this up. I will definitely consider Fairmont in my future travels.

]]> By: Todd Van Hoosear http://propr.ca/2008/managing-through-the-recession-focus-on-customer-service/comment-page-1/#comment-567111 Todd Van Hoosear Tue, 28 Oct 2008 13:50:39 +0000 http://propr.ca/?p=1513#comment-567111 Spot on post--all about retention/churn reduction right now, and customer service is at the heart of that! Spot on post–all about retention/churn reduction right now, and customer service is at the heart of that!

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