What lessons can other customer service managers learn from an incident which ended up requiring personal intervention from Virgin’s founder, Richard Branson?
What do your employees understand by ‘customer service’?
Does a decision pass the ‘front page’ test?
Does a situation ‘feel right’ for your company brand values?
Coming from an organisation that was bailed out by the military over their failure to provide sufficient security staff to cover the London Olympics, that's not starting from the moral high ground.
An outstanding complaint response is critical
Every customer contact is a ‘moment of truth’
- The truth that every contact counts – especially in the age of social media
- Prevention is better than cure - a swift, well handled complaint response can recover the situation, but only after reputational damage has been done.
If not, then there is work to be done.