Consistency is very, very important. However, not a lot of companies manage to achieve it. For one reason or another, their workers aren’t all on the same page. Sometimes they don’t know everything they’re supposed to, other times, maybe they just don’t care or they’re having a bad day. Whatever the reason is, often you can talk to one person and get one answer, then talk to another and get the completely opposite one.
Sometimes customers will throw out an odd request that hasn’t come up before and none of the workers know how to deal with it. If this happens, it might be best to make a minor note that this is a possibility and keep the right solution in mind, once it’s figured out. In some cases, it might not be worth it, a rare request that only that one person wants. But, if you remember that person’s preferences, they’ll never forget it.
It’s difficult to get everyone on the same page, there’s so many people that come and go with knowledge at all different levels. But, with certain topics, you can strive to make sure that everybody knows what they’re doing, or at least knows who to ask or where to look if they’re unsure.
It’s tricky and it’s never going to be perfect. But, it seems a shame that customers know that whatever answer they get can always vary, if they don’t like the one they got, they can just call back and get different people and keep asking until they get the answer they want.
Sometimes they answers that they’re given may be difficult for you to fulfill and if you can’t, then you’ve got an upset customer on your hands.
Customer service is key, you need to make sure it fits in the right lock.
Social Media Director, Just One Vision
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