Re: PFB Investigates - Papa John's Poor Customer Service - Case Closed
by Deirdre D. - Posted Mon February 23, 2009 @ 1:23 PM
This is all a matter of principle...the principles of customer service and the value of the customers.
This type of situation isn't unqiue to Papa Johns instead it is becomming more and more apparent in industries.
Personally speaking I know if after I complain (like my issue with Weis) if I receive a response...a response that is not just apologetic as I don't want to be patronized but more so to know they acknowledge the situation and that measures will be taken to improve upon the training...improve on the service. That is really all I want to see...that it is duly noted and action steps will begin.
I do believe many companies need to invest more time in employee training in role playing scenarios on customer service...the training period for this is worth huge sums in the long run...take the short term hit to provide overall solid training including customer service and how to handle conflict...conflict resolution etc. and the short term hit will lead to the long term gain - customer retention.
All too often we hear it is now what ws said but how it is said....another component of customer service not just using the "right words" but as we heard in Luis's voice mail how to use the words and be effective.