You have to end and think hard - and then you should write again, trying to find us in your reasoning. Anymore you will almost certainly become confused. If you get together confused, take a break. When you want to the question, it may be that the years have resolved themselves.And the answer is clear and precise: please send us an email That is all. I go back on Lufthansa's page and remind them that it has been over 45 days since my original complaint and that I have received no feedback so far.
Customer service is all about your image. A few days later, I prepare a long, polite, detailed and well organized email to describe my exact situation to Lufthansa's customer service, convinced that I will get a quick and efficient answer. Customer service is one of the most important ingredients of the marketing mix for products and services.
I send another email, copying the original message and asking if my case is being handled. From A to B Lufthansa sent me from a customer service to another, once by phone, once by email, without ever solving my problem. In the end, you must reply your customers individually with personal answers and potentially private details. Julien Rio.
But sometimes, customer services are stubborn and refuse to think: they stupidly follow the procedure without taking the human aspect into account. A few days later, I prepare a long, polite, detailed and well organized email to describe my exact situation to Lufthansa's customer service, convinced that I will get a quick and efficient answer. The customer is what pays your salary. If an oil company assumed that the function of its retail network was simply to sell petrol and lubricants it would quickly lose business to competitors. As a result, Dave decided to write a simple song about his story "United Breaks Guitars".
Test your own system as if you were a customer and update it from time to time to make sure it is always working its best in the customers' interest. Respect This is another essential point. You may also like About the author Entrepreneur specialized in web marketing, I have been developing online platforms and strategies for numerous companies across Europe and Asia. We have all experienced this.
Answering a human need with an administrative response is not efficient.
How to deal with Social Media? But the hotel ignores you, never gets back to you and does not even take time to thank you for your comment. When a customer visits a local retailer to buy furniture they are able to benefit in some cases from the additional service of having the furniture installed for them. The company ignored his complains and requests. Enough is enough: I decide to take another approach. Respect This is another essential point.
Unfortunately, Lufthansa's Social Media team is much more efficient than their customer service colleagues and they have absolutely no power of action. Respect This is another essential point. Simply put yourself in your customers' shoes: why is this person so frustrated and what can I do to make this person feel better? Now, if before the end of those 48 hours a representative gets back to you explaining that the answer will be delayed but that they did not forget you, you have no reason to worry about being ignored. As a result, Dave decided to write a simple song about his story "United Breaks Guitars". Make your customer feel important and involved: that costs nothing and that creates loyalty.
Don't start explaining the reasons why it happened and how it isn't your fault. Not even an auto-reply. A thing to keep in mind is that Social Media and customer service are two different things. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive: from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for. High quality customer service adds value and helps to create customer loyalty. Now, if before the end of those 48 hours a representative gets back to you explaining that the answer will be delayed but that they did not forget you, you have no reason to worry about being ignored.
Would this not completely spoil your earlier satisfaction? Same automatic answer. Earlier this year I faced this situation as a customer: living in Hong Kong, I have a French international insurance.
If you haven't read it yet, I encourage you to give it a try: in this article I list some of the most important aspects of customers' emails and how to answer them properly. The word 'service' in this sense is based on the premise that every commercial transaction is a service. Well, there is no golden rule here. Plan ahead You should be able at all time to plan ahead and expect your customer's need before those appear.
Another great promise with no action behind, what a shame! Customer service is the last contact between a company and its customer and this is why it has to be perfect. Simply put yourself in your customers' shoes: why is this person so frustrated and what can I do to make this person feel better? A bad experience The first point to note is that I paid for a service I never had and that I instead experienced successive problems.