Turning Transactions into Relationships
Few things instill fear and dread more in people than having to contact their credit card company's customer service department. Whether it's a billing issue, a lost card or an impending cancellation, many customers procrastinate initiating the inevitably unpleasant conversation that follows.
However, one company has completely revamped its customer service program, and what used to be an awful experience for callers has become a tool for building customer confidence and loyalty. So keep on reading for an inspirational story that could help you change the way you do business!
Customer Support Case Study: Charles Walgreen
One of the best ways to both create a positive experience for your customers and provide them with exceptional support is to study real-world examples of business leaders who made customers their priority. There's nothing wrong with modeling your own company and customer support department after one that has seen a great deal of success. And when it comes to customer service, we here at FuseDesk think it's rare to find any business founder as diligent and successful as Mr. Charles Walgreen, founder of the national Walgreens drugstore chain.
Taking Note
According to Walgreens.com, Charles Walgreen worked at a variety of drugstores prior to opening his own, and though he may not have realized it at the time, each new job he took was an opportunity to learn from the mistakes of those before him. Walgreen was increasingly disappointed in each drugstore's lack of commitment to their customers, so he began hatching a plan for how he would improve efficiency and customer service in his own store.
Owners: Customer Support Begins with You
It can be easy to forget yourself when you're the big kahuna of the office, but no matter how big your paycheck is, you've got to set a good example for those who work for you to keep your business afloat.
Head honcho status aside, always remember that customer support begins with you, and your actions have the ability to make or break your team, which in turn can affect your business.