While reviewing my personal credit card a few weeks ago, it came to my attention that there was a recurring charge that I didn’t recognize. I immediately began researching the charge and after a quick Google search determined the company in question. I was immediately alarmed because this company had been charging me for months and was never supposed to be a paid service. In their commercials and on their site, it boasted of “free” and never mentioned that it was a “limited time offer”.

It seems that they have since made it more clear on their site. This of course is after class action lawsuits and complaints by many to the Better Business Bureau. How unfortunate that they don’t seem to understand the importance of customer care.  After speaking with 3 people within the company, escalating to the manager and being put on hold multiple times, I was not adequately compensated for my charges.

Customer care begins with the first contact a customer has with your company. It is their very first impression that they have of you and representative of the company as a whole.  In order for this to be positive, be sure you are representing a company or product that you truly believe in.

Once this initial contact is made, it is important to develop a rapport with the customer based on respect. This will allow them to feel appreciated.

Work with them to develop an easy and seamless way to complete their transaction. This will encourage them to return to work with you again.

And lastly, please be sure to thank the customer. With so many opportunities for them to select from, it is imperative that you show your appreciation for their business. On a recent trip, Southwest Airlines did this very well when the flight attendant said “You have many airlines to chose from but we are very happy you gave your money to us”. Nothing like a little humor with your thanks.

Excellent standards of service will lead to happy and repeat customers

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