Anyone who knows me knows that I have a pretty high level of expectation when it comes to customer service. This is not from an arrogant "I deserve it" point of view, but more from the Golden Rule of "treat others the way you want to be treated" view.
I have worked in closed office environments and also in retail. While in retail, I have had the experience of receiving customer complaints (sometimes on the verge of abusive) but I have also had the opportunity to help resolve complaints.
I recently read about this issue in a book titled "A Complaint is a Gift: Recovering Customer Loyalty When Things Go Wrong" by Janelle Barlow and Claus Moller.
Quoting the book, "In simplest terms, complaints are statements about expectations that have not been met." And this is true. But they also point out that complaints are opportunities for an organization to reconnect with customers by fixing a service or product breakdown. Customers usually have a "deeper level" need than the surface complaint. If a customer complains about having to wait on hold for 3 hours for help setting up their expensive computer, the deeper issue might be that they made a stupid purchasing decision. They call their insurance for a simple question and the call is not returned for days; at a deeper level, they are warning their agent that they are open for a new policy at renewal time.
It is a universal truth - most customers do not complain, they simply choose to take their business elsewhere.
We should all be grateful when someone has enough assertiveness to tell us the truth, and to share their perspective with us. After all, we live in a world full of people and we are surrounded by opportunities to interact and have relationships.
Let's use each opportunity wisely!
Showing posts with label grateful. Show all posts
Showing posts with label grateful. Show all posts
Monday, June 21, 2010
Saturday, June 30, 2007
10 Reasons to be Grateful
Everyday we see more evidence of people who've contracted the fatal disease of entitlement. Paris Hilton is great example. Here is a young woman with everything to live for, every privilege, every benefit. And now by flaunting the law, she is going to jail for a brief time. She's all over the news. And the one word I keep hearing from all the newscasters and speculators is the word "entitlement," that she feels entitled.
All of life is a gift to be enjoyed. The Scriptures tell us that every good and perfect gift comes down from the Father of Lights, that is, God. If you're finding it easy to feel sorry for yourself, and hard to count your blessings, here are the Top Ten Reasons that might help remind you to be grateful:
1. If you woke up this morning with more health than illness, you are more blessed than the millions who won't survive this week. That's a reason to be grateful.
2. If you've never experienced the horror of war personally, the loneliness of imprisonment, the agony of torture, or the pangs of starvation, you're ahead of 20 million people around the world at this moment who are. Remember to be grateful.
3. If you're able to attend a church of your choice this week without fear of harassment, arrest, torture, or death, you are more blessed than almost 3 billion people on this planet. That's a reason to be grateful.
4. If you have food in your refrigerator, clothes on your back, a roof over your head and a place to sleep, you are richer than 75% of the world population. That's a reason to be grateful.
5. If you have money in the bank, in your wallet, or spare change in a dish somewhere, you are among the top 8% of the world's wealthy. That's a reason to be grateful.
6. If you can hold your head with a smile and truly proclaim that in your heart you are thankful, you are more blessed than the majority of people who have every reason to be thankful except the power to be so.
7. If you can hold someone's hand, hug them, touch them on the shoulder, you are more blessed because you can offer encouragement which is, more times than we know, God's healing touch.
8. If you can read this Dave Rave you are more blessed than over 2 billion people in the world who cannot read anything. That's a reason to be grateful for the people who've invested in your life.
9. If at the end of this day you're going to retreat into your home being surrounded by those who love you, you'll experience today what the majority of the earth's population will never experience in a lifetime. That's a reason to be grateful.
10. If you get up every morning convinced of the protection, the providence, and the promises of God for your daily life, if you feel that you serve a purpose, that you've found work that is meaningful; if you feel like your life matters then you have every reason to be grateful.
This was from Dr. David Foster's Blog - he has practical information from God's Word that you can really use... visit him at www.myspace.com/davidhfoster
All of life is a gift to be enjoyed. The Scriptures tell us that every good and perfect gift comes down from the Father of Lights, that is, God. If you're finding it easy to feel sorry for yourself, and hard to count your blessings, here are the Top Ten Reasons that might help remind you to be grateful:
1. If you woke up this morning with more health than illness, you are more blessed than the millions who won't survive this week. That's a reason to be grateful.
2. If you've never experienced the horror of war personally, the loneliness of imprisonment, the agony of torture, or the pangs of starvation, you're ahead of 20 million people around the world at this moment who are. Remember to be grateful.
3. If you're able to attend a church of your choice this week without fear of harassment, arrest, torture, or death, you are more blessed than almost 3 billion people on this planet. That's a reason to be grateful.
4. If you have food in your refrigerator, clothes on your back, a roof over your head and a place to sleep, you are richer than 75% of the world population. That's a reason to be grateful.
5. If you have money in the bank, in your wallet, or spare change in a dish somewhere, you are among the top 8% of the world's wealthy. That's a reason to be grateful.
6. If you can hold your head with a smile and truly proclaim that in your heart you are thankful, you are more blessed than the majority of people who have every reason to be thankful except the power to be so.
7. If you can hold someone's hand, hug them, touch them on the shoulder, you are more blessed because you can offer encouragement which is, more times than we know, God's healing touch.
8. If you can read this Dave Rave you are more blessed than over 2 billion people in the world who cannot read anything. That's a reason to be grateful for the people who've invested in your life.
9. If at the end of this day you're going to retreat into your home being surrounded by those who love you, you'll experience today what the majority of the earth's population will never experience in a lifetime. That's a reason to be grateful.
10. If you get up every morning convinced of the protection, the providence, and the promises of God for your daily life, if you feel that you serve a purpose, that you've found work that is meaningful; if you feel like your life matters then you have every reason to be grateful.
This was from Dr. David Foster's Blog - he has practical information from God's Word that you can really use... visit him at www.myspace.com/davidhfoster
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