From the August 2014 issue of HealthCare Business News magazine
A king should be made to feel special. Bad manners are at epidemic levels these days. If service organizations want to retain their customers, they need to memorize “please,” “may I,” and “thank you.” A service organization that cares about their customers will insist upon good manners from all of their employees.
A king should never be confined. Beware of long-term service agreements that lock you into one organization for an extended period. That may be fine at first, but what about five to 10 years down the road? Companies change over time; corporate mergers, acquisitions, reorganizations, and staff reductions can dramatically affect the quality of the service provided. Likewise, your own needs will most likely change over time. Keep your options open. Opt for shorter contract periods of no more than three years or negotiate penalty-free termination clauses.
A king is always right. The Rolling Stones said it best: “You can’t always get what you want.” Mistakes and mix-ups are going to happen; it’s inevitable. Customer complaints should be handled by a Service Manager or a Customer Relations Representative. A well-trained customer service rep will always listen to the customer’s complaint and then do their very best to resolve the situation. The customer should never feel cheated by the solution.
A king always receives the best of everything. Are you receiving the best service at the best price? Don’t be fooled by the notion that better service comes with a higher price tag. Before you purchase a service agreement, investigate your options. The same amount of time that was spent buying the equipment should be spent on choosing the service organization and service plan. Customer satisfaction should be a service organization’s top priority. The direction of a company is ultimately determined by its customers; there is no company without customers, just like there is no kingdom without a king. “The goal as a company is to have customer service that is not just the best, but legendary.”Sam Walton, Founder of Wal-Mart.
About the author: Jennifer Daugherty is a business development coordinator at Remi, a proven alternative to manufacturer service contracts and extended warranties. Remi helps organizations of all types by providing a more cost effective, centralized approach to repairing and maintaining electronic devices by replacing existing manufacturer agreements and consolidating all assets into one comprehensive program.
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