14 O U T D O O R P O W E R E Q U I P M E N T www.outdoorpower equipment.com
W
e need to join the 21st century and use
technology to help us serve our customers
better!
Domino's Pizza's app for smartphones is one of my favorite
examples of great customer service. Once I place my order
through the app, I not only can track each step of the process
from ordering, cooking, quality check and delivery, but also know
which Domino's team member is fulfilling each function. That is
a 21st century answer to a customer service problem.
By implementing a great system of communication, Domino's
created greater efficiencies in its stores and happier customers at
home because it provided an easy way to let the customer know
what was going on without taking an employee away from his or
her work. It's a win-win situation.
I walk into most dealerships and find the telephone ringing
off the wall. Many times, even though a customer is waiting at the
counter, the phone call gets the priority. Most likely, customers are
calling to find out the status of their repair. I think we're missing
great potential to offer excellent customer service by giving them
the information they want before they ask for it by sending them
e-mails or text messages.
The "art" in using e-mails or text messaging is making sure
your customers understand why and how you will be using
their information. Explain
the process and collect
their information up front.
Make sure they know you
will not be sharing their
information. Ask them for
permission to send them
a quarterly newsletter to
remind them of special
seasonal sales, and then
honor that promise.
COVER STORY
By Jeff Sheets
The art of using technology to win over customers
and how to "LIKE" handling customer complaints
Deliver first-class
customer service
Photo
courtesy:
Briggs
&
Stratton
Power
Products
Group
Smart
phone
illustration
©istockphoto.com/kulykt
