{"id":29,"date":"2011-04-13T22:03:59","date_gmt":"2011-04-13T22:03:59","guid":{"rendered":"http:\/\/elaineallison.com\/blog\/blog\/?p=29"},"modified":"2011-10-03T04:53:39","modified_gmt":"2011-10-03T04:53:39","slug":"the-3-the-cs-of-service-miss-one-and-you-might-not-get-the-customer-back","status":"publish","type":"post","link":"https:\/\/elaineallison.com\/blog\/the-3-the-cs-of-service-miss-one-and-you-might-not-get-the-customer-back","title":{"rendered":"The 3 C’s of Service – Miss One and You Might Not Get the Customer Back"},"content":{"rendered":"

\"excellent<\/a><\/p>\n

Do you know your customer expects 3 basic things when they make a purchase with your company?<\/p>\n

These are\u00a0 3 essential elements to include in your customer service training<\/a><\/p>\n

Courtesy<\/strong>, Competency<\/strong> and Concern<\/strong> and they are all interdependent.\u00a0 One without the other – and you have a problem.<\/p>\n

Let’s explore these 3\u00a0 C’s when we are the customer – Courtesy, competency and concern.\u00a0 First, Courtesy<\/strong>, we all know when it doesn’t happen and you feel it.\u00a0 How many of you have had someone who was abrupt, rude or disinterested?\u00a0 The product or service worked as planned and the employee could fix the problem efficiently (Competent), they may have shown some (Concern) that you at least got the product or service.\u00a0\u00a0 2 out of 3 isn’t bad, so you’ll probably accept it, not necessarily leave, but you will remember that they were short or indifferent and you probably won’t rave about it to anyone.<\/p>\n

We all know what incompetent looks like – they just don’t have the understanding to offer solutions to the issue or they can’t work the software properly, or the product and they fail to ask for help internally and learn – they just say sorry!\u00a0\u00a0 Or worse, you get pushed around to another department.\u00a0 They lack any Competency<\/strong>.\u00a0 Believe it or not, the employee is often as frustrated too. Those companies with well trained staff and outstanding order entry or escalation processes get rave reviews and raving fans.\u00a0 At the end of the day as consumers, we just want resolve.<\/p>\n

The final thing we want as customers is at least someone to give a darn – be Concerned<\/strong>.\u00a0 For example, Show some empathy to my plight.\u00a0 Keep me informed, tell me that the airplane is not moving because of a mechanical problem, or you are working on fixing the software and when it might be fixed.\u00a0\u00a0 At least show some understanding that I’m not going to get what I need at the exact moment that I need it.\u00a0 (Even if it is that someone will be with me in a moment).<\/p>\n

How many of you recall someone who was really efficient, never spoke to you except to take your payment, or worse didn’t even look at you.\u00a0 Some airlines still do this as they pass your boarding card under the reader.\u00a0 They are competent and as fast as heck, but really don’t care if you use their services or not – they forget that we (the customer), are the one’s paying for their dinner tonight.<\/p>\n

If your employees are great at one, but not all 3 – your complaints can rise, and your profits go down.\u00a0 Do they know the importance of all of these.\u00a0 Courtesy, Competent and Concern.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

Do you know your customer expects 3 basic things when they make a purchase with your company? These are\u00a0 3 essential elements to include in your customer service training Courtesy, Competency and Concern and they are all interdependent.\u00a0 One without the other – and you have a problem. Let’s explore these 3\u00a0 C’s when we […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[13,14,12,4,15],"class_list":["post-29","post","type-post","status-publish","format-standard","hentry","category-customer-service-tips","tag-competency","tag-concern","tag-courtesy","tag-customer-service","tag-excellent-customer-service"],"_links":{"self":[{"href":"https:\/\/elaineallison.com\/blog\/wp-json\/wp\/v2\/posts\/29","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/elaineallison.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/elaineallison.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/elaineallison.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/elaineallison.com\/blog\/wp-json\/wp\/v2\/comments?post=29"}],"version-history":[{"count":13,"href":"https:\/\/elaineallison.com\/blog\/wp-json\/wp\/v2\/posts\/29\/revisions"}],"predecessor-version":[{"id":39,"href":"https:\/\/elaineallison.com\/blog\/wp-json\/wp\/v2\/posts\/29\/revisions\/39"}],"wp:attachment":[{"href":"https:\/\/elaineallison.com\/blog\/wp-json\/wp\/v2\/media?parent=29"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/elaineallison.com\/blog\/wp-json\/wp\/v2\/categories?post=29"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/elaineallison.com\/blog\/wp-json\/wp\/v2\/tags?post=29"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}