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Answers For The Workplace E-Memo

Why Are You Losing Customers?

Iíve had so many people telling me their customer service nightmares the past two weeks that I feel compelled to write about it again.

Take Janet, shopping during her lunch hour at a nation-wide home improvement chain. After loading up her cart she spent fifteen minutes trying to get a man to help her, but he kept putting her off. Finally she just left her cart behind, and one the way out the door she told one of the checkout people why she was leaving. The person called for the manager, but even the manager never showed up to listen to Janetís complaint.

After work Janet went to a competing national home improvement store and the customer service was phenomenal. Guess where Jean says she is never shopping again?

Then take Mike whoís worked at the same supermarket for 22 years. He says ďwe used to receive plenty of customer service training. Now a new employee gets an hour at a computer-based training module and thatís it. No wonder our store is losing customers like mad.Ē

Without customers, you donít have a business. Think about the ripple-effects of poor customer service. What kind of training are you providing your people?
     
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