Another Customer Service Training Article from Ron Kaufman
Popeye’s Chicken & Biscuits has launched another program called ‘Keeping In Touch’, in which Support Center employees contact Popeye’s customers every month.
Their job is to follow up with customers who’ve complained after the Restaurant Manager or Area Manager has taken action to resolve the complaint.
This program enables those not working with customers on a daily basis to better understand vital customer issues. It also spurs managers at the restaurants to provide rapid service recovery.
These programs are simple yet powerful and positive. The restaurant managers feel well supported and understood. The people working in ‘head office’ feel responsible and in touch with the customer service process.
And happy customers get the best of both worlds: rapid attention, genuine concern and follow-through from all parts of the organization.
Key Learning Point
Getting in touch. Keeping in touch. Staying in touch. Good ideas. Good for business, too. After all, employees who understand are more productive. And customers who are well attended come back.
Action Steps
Design a similar program for your organization. Have your head office staff spend a day or two working in the field. Have your field staff spend a few days helping out at head office. Involve everyone in the customer contact and follow-through process.
