Rob Andrews–Assistant Vice President and Retail Lender for United Community Bank in Gainesville, Georgia–enjoys talking about customer service, because he learned some of the important customer service keys early in life. So he accepted my invitation to appear on WBCX, 89.1 FM, the “Voice of Brenau,” as the guest for my weekly interview program, “The Communication Corner.”
You and your company officials will benefit from Rob’s observations. You recognize that “word of mouth” about bad service has changed dramatically. Previously, business consultants warned that a dissatisfied customer would probably tell 8-10 people. The Internet multiplied that number alarmingly. Now when you offend a customer, the customer turns to the World Wide Web, posting his or her complaint in blogs, newsletters, and on Web sites–so that potentially tens of thousands will learn about the customer’s unhappiness with your firm.
Clearly, you will want to hear Rob talk about these following issues, not just as they relate to banking but as they apply to every corporation across industries:
–Why do people select a certain bank to handle their assets?
–What do banks do to protect your confidential information?
–What’s a reliable way to get constructive feedback from your customers?
–How do you handle an irate caller and become his trusted advisor?
–Ingredients of an effective voice mail message
–The principle of “lagniape,” going beyond expectations
–Examples of best and worst customer service experiences
–Special recognition for employees who demonstrate superlative customer care
ORDER MY CUSTOMER SERVICE CD
For additional customer service strategies, order my audio CD “How to Give Magnificent Customer Care!” You’ll find the description and ordering instructions here: http://tinyurl.com/ljr54y
CD orders are available for residents of the continental United States. You may want to order enough copies for your administrative staff and department heads. The CD’s content offers productive ideas for discussion at staff meetings, retreats, and conferences. Call me to discuss how I can direct your Customer Care training sessions: 678-316-4300
NOW LISTEN TO MY INTERVIEW WITH ROB ANDREWS
To hear my interview with Rob, click the arrow below in the Podcast section of this blog page, located just above the Audio MP3 lettering.
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