Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Customer Experience vs. Compensation: a Customer Service Showdown Sarah Hedayati

showdown small Customer Experience vs. Compensation: a Customer Service ShowdownThe other night, I went to din­ner at one of my new favorite restau­rants. When I sat down, I couldn’t help but notice the table next to me was not hav­ing a pleas­ant din­ing expe­ri­ence. The two din­ers’ body lan­guage said it all. They both had their arms folded and were clearly try­ing to get the waiter’s atten­tion by star­ing and ges­tur­ing for him to come over to the table. He apol­o­gized sev­eral times for some­thing I could not deci­pher. A few min­utes later, what seemed to be a com­pli­men­tary dessert arrived.

This expe­ri­ence got me think­ing: was the dessert enough to turn the unhappy din­ers into repeat and loyal cus­tomers? Ask your­self this ques­tion: would you rather pay full price for a meal and receive good ser­vice or get a com­pli­men­tary dessert for bad service?

Although I appre­ci­ate, and some­times expect, some kind of com­pen­sa­tion for bad ser­vice, I would much rather pay for a pos­i­tive expe­ri­ence. Peo­ple don’t go to restau­rants hop­ing to get bad ser­vice so they won’t have to pay. Or at least I don’t think so.

An arti­cle from QSRweb.com stated, “What makes a restau­rant expe­ri­ence mem­o­rable for a cus­tomer, nine times out of 10, is how they're made to feel rather than what they eat.”

So why are com­pa­nies invest­ing money in reim­burs­ing upset cus­tomers when they should be train­ing their employ­ees to pro­vide the best cus­tomer expe­ri­ence pos­si­ble? If gain­ing loyal, repeat cus­tomers is the goal, train­ing is the answer.

Cus­tomer ser­vice train­ing teaches employ­ees first and fore­most how to com­mu­ni­cate pos­i­tively and pro­fes­sion­ally with cus­tomers. Train­ing also helps employ­ees with:

  • Devel­op­ing skills to help build rap­port with customers
  • Learn­ing how to respond to cus­tomer requests
  • Ques­tion­ing and con­firm­ing cus­tomer needs
  • Han­dling angry and upset customers

Some say cus­tomer ser­vice is a dying art. John Sul­li­van, a restau­rant indus­try ana­lyst and con­sul­tant, dis­agrees. He says, “All restau­rants bet­ter pay atten­tion to ser­vice or they will lose cus­tomers almost instantly.”

We are advo­cates for pro­vid­ing cus­tomers the best expe­ri­ence pos­si­ble. Impact Learn­ing Sys­tems is the leader in cus­tomer ser­vice skills train­ing and con­sult­ing. Cus­tomer ser­vice is all about the pos­i­tive expe­ri­ence you provide.
11 Customer Experience vs. Compensation: a Customer Service Showdown
Sarah Hedayati
View all posts by Sarah Heday­ati
Share and Enjoy:
  • printfriendly Customer Experience vs. Compensation: a Customer Service Showdown
  • email link Customer Experience vs. Compensation: a Customer Service Showdown
  • facebook Customer Experience vs. Compensation: a Customer Service Showdown
  • twitter Customer Experience vs. Compensation: a Customer Service Showdown
  • linkedin Customer Experience vs. Compensation: a Customer Service Showdown
  • googlebookmark Customer Experience vs. Compensation: a Customer Service Showdown
  • digg Customer Experience vs. Compensation: a Customer Service Showdown
  • delicious Customer Experience vs. Compensation: a Customer Service Showdown
  • technorati Customer Experience vs. Compensation: a Customer Service Showdown
  • http://twitter.com/auragarrillo Aura M. Garrillo

    I had exactly the same hap­pen to me, had a ter­ri­ble ser­vice expe­ri­ence at a local sushi place. After I posted a Twit­ter com­ment about it, they offered a free din­ner so I will not write them off. But I dont even feel like going back to the place, not even for a free dinner!

  • Anony­mous

    Thanks for your com­ment, Aura! I totally agree. Why go back to a place you had a ter­ri­ble expe­ri­ence? The ter­ri­ble ser­vice the sushi restau­rant pro­vided could not be over­come by their free din­ner offer. Cus­tomer expe­ri­ence is def­i­nitely more impor­tant than compensation.

  • http://glennfriesen.com/ Glenn Friesen

    Great post

  • http://www.facebook.com/saramarke Sara Marke

    The win­ner this bat­tle will depend on who has the greater per­for­mance, is it the com­pen­sa­tion or experience?

  • Anony­mous

     Thanks for your com­ment, Sara! I'm curi­ous, how would com­pen­sa­tions have a greater per­for­mance? If the com­pen­sa­tions was extremely unique and impres­sive to the cus­tomer? I appre­ci­ate your perspective :)






Alltop, all the top stories

We're an Alltop blog, and regularly contribute to The Customer Collective and CustomerThink.

Back to Top

Thank You for Visiting Impact Learning Systems

Thank You for Visiting
Impact Learning Systems, now part of MHI Global

VISIT MHIGLOBAL.COM

 

or

Continue on ImpactLearning.com