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CASE 3: When a Customer Makes a Suggestion to Improve Service THE SITUATION One of the best ways to find out how to improve customer service is to get information from customers. In this situation, a customer volunteers a suggestion about how to improve the service at a bank.

CASE 3: When a Customer Makes a Suggestion to Improve Service THE SITUATION One of the best ways to find out how to improve customer service is to get information from customers. In this situation, a customer volunteers a suggestion about how to improve the service at a bank.

Principles Of Marketing
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
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CASE 3: When a Customer Makes a Suggestion to Improve Service THE SITUATION One of the best ways to find out how to improve customer service is to get information from customers. In this situation, a customer volunteers a suggestion about how to improve the service at a bank. TECHNIQUES USED Thank-Yous (1) • Arranging Follow-Up (2) • Closing Interactions Positively (3) DIALOGUE Sometimes employees will encounter customers who make suggestions for how to irmprove service. Becouse employees are often not trained to do anything with these suggestions, they will listen politely hoping the person will finish soy so they can get on with finishing o tronsoaction. It doesn't have to be that woy as this dialogue shows. Listening to such suggestions and then in fact acting on them can offect both your relationship with customers and improve your ability to serve then. hot he or she has to Customer: You know, when I come to this branch at lunch, I'm always surprised that you have less staff during the period mast people come to the bank. I'd bet you'd do much better by making sure there are more tellers on at lunchtime. Employee: Thanks for the suggestion. I happen to agree and I know this issue has come up before. What I'd like to do is pass your suggestion on to the manager of the branch, since she's the one that would have to arrange more staff. And, if you kike, i can alsD have the manager follow up with you on your suzestion, if only to explain why it might not be practical. Is that something you'd like?
Transcribed Image Text:CASE 3: When a Customer Makes a Suggestion to Improve Service THE SITUATION One of the best ways to find out how to improve customer service is to get information from customers. In this situation, a customer volunteers a suggestion about how to improve the service at a bank. TECHNIQUES USED Thank-Yous (1) • Arranging Follow-Up (2) • Closing Interactions Positively (3) DIALOGUE Sometimes employees will encounter customers who make suggestions for how to irmprove service. Becouse employees are often not trained to do anything with these suggestions, they will listen politely hoping the person will finish soy so they can get on with finishing o tronsoaction. It doesn't have to be that woy as this dialogue shows. Listening to such suggestions and then in fact acting on them can offect both your relationship with customers and improve your ability to serve then. hot he or she has to Customer: You know, when I come to this branch at lunch, I'm always surprised that you have less staff during the period mast people come to the bank. I'd bet you'd do much better by making sure there are more tellers on at lunchtime. Employee: Thanks for the suggestion. I happen to agree and I know this issue has come up before. What I'd like to do is pass your suggestion on to the manager of the branch, since she's the one that would have to arrange more staff. And, if you kike, i can alsD have the manager follow up with you on your suzestion, if only to explain why it might not be practical. Is that something you'd like?
Customer: Well, yes, l'd appreciate that. My name and phone number are... Employee: OK. It might be a few days before you hear from Marsha Smith, who is our manager. I also appreciate that you thought enough about us to offer a suggestion about how we can provide better service to you. Have a good day. (3) EXPLANATION
Transcribed Image Text:Customer: Well, yes, l'd appreciate that. My name and phone number are... Employee: OK. It might be a few days before you hear from Marsha Smith, who is our manager. I also appreciate that you thought enough about us to offer a suggestion about how we can provide better service to you. Have a good day. (3) EXPLANATION
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