There’s a memorable second in a Woody Allen film when a man pompously tries impressing his date by quoting Marshall McLuhan, the media guru.Out of nowhere, McLuhan himself springs forth and says: “Young man, I’m Marshall McLuhan and you don’t know the first thing about my ideas!”Devilishly, Woody Allen seems into the digicam and asks: “Wouldn’t it be great if real life worked like this?”Generally it does, particularly in unmasking foolish and ostentatious insurance policies that diminish the optimistic notion folks have of the customer support they’re receiving.
Right now, as an illustration, I phoned my credit score union and requested for an individual by identify. As a result of I had been ready so lengthy for an operator I wished to put in writing down the person’s extension earlier than being transferred.The clerk, fairly officiously and imperially declared, “Because of privacy, we cannot give out extensions, but I will connect you to her voice mail.”Two seconds later, the voice mail stated: “Hello, this is Megan at Extension 222 and I’m not available. Please leave a message.”Oops!What occurred to that prime secret, CIA-protected protocol for not disclosing extensions?It simply flew out the window.Together with it went the credibility of the group. What good does it do to announce a questionable coverage, solely to have or not it’s repudiated a number of moments, later?
Do your self and your group a favor.Listing each customer-facing coverage you recite, and query every one for its performance versus absurdity.Then, throw out 90% of them on the bottom that they most likely do extra hurt than good.You will retain extra clients, whereas sounding a lot much less foolish.On the lookout for the Finest Practices in Buyer Care? Contact the creator.