Over the years, i have learnt that managing and maintaining customer service level are two very different matters.
While some of us try hard to maintain high quality customer service level score through consumer focus group, consumer brand affinity and loyalty rating (via social media, blogs), – the hard part is actually “managing” your employee output/service to YOUR customers.
One such example was when GSC customers experienced a 10min movie problem – normally in these circumstances, the cinema in question will refund the moviegoers with either another ticket or $$ back AND sincere apologies from the management. The customers at GSC Gurney (Penang) experienced the blackout and was offered the refund AND something extra…. read the story below or the link HERE to GSC Facebook Fanpage
January 2, 2012
xcarpathia
