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  • Improving your company’s customer service experience

    Posted: Monday, October 29, 2012

    by PhonePRO

The journey towards improving your company’s customer service experience can be a trying one. Hopefully, you’ve decided to get in touch with PhonePRO, and let our customer service experts provide you with the onsite telephone etiquette training your employees need to handle every single call with professionalism and warm, friendly efficiency. The positive differences in your conversion rate-and in your corporate environment-will soon be apparent. But in the meantime, take heart. Change is not always easy. Consider the following two customer service disasters reporter Chad Brooks gathered in a recent edition of Business News, examples that in one case signalled the end of popular company…and in another, galvanized those in charge to make the changes necessary to finally succeed.

-Blockbuster Video’s “No Late Fees.” When the company announced there would be no further late fees in 2005, their customers rejoiced, until they realized they were subsequently charged for the physical cost of the video itself until it was returned, except, of course, for a $10 restocking fee. Consumers revolted, lawsuits were filed, and the company had to reimburse several states for over $600,000 in investigative costs. The company filed for Chapter 11 in 2010.

-L.L. Bean’s Rubber Gumshoes: Anyone who has spent time in New England during the winter months is familiar with the famous L.L. Bean Boot, with its signature pebbled rubber sole. The L.L. Bean company itself did more than 1.44 billion dollars in sales in 2011, and celebrates their hundredth anniversary in 2012. However, it’s been a long road to success. When founder Leon Bean introduced this boot back in 1912, he offered a liberal money back guarantee to any customer who wanted to return them, for any reason. In what must have come as a cold jolt of reality upon his dreams for a successful retail business, Mr. Bean found that of the first 100 orders, 90 pairs of the boots were returned because of faulty rubber soles separating from their leather uppers. The situation nearly bankrupted the nascent company, but he persevered…and the rest is history.

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