WomenCo.

How may I serve you with excellence?

Learning to deal with customer concerns or issues will always be difficult with our attitude reflects that we are dealing with it rather than serving the best interest of the client or customer. I am not of the school that the customer is always right, however I am of the school the customer must always be heard and if we can do anything about do it.

I had a recent visit to one of the best voted spas in North America and my customer experience if I were the secret shopper would certainly have not gotten them on the list this year. I want to be careful not to judge them solely on my experience so I have decided to just deal with the facts and avoid taken my experience personally.

From my experience since Woman Act Now's monthly theme is focused on Excellence in Customer Service my senses were exceedingly open and seeking excellence during my visit. As result of my observations I have a few suggestions on taking on the attitude os serving a concern rather than dealing with the customer or the issue.

1. Listen and get the facts don't get caught up in personality with the client.
2. Identify the concern, restate it to the client and acknowledge the issue.
3. Own the result! The result is entirely what is in your ability to do. If you can't do anything then be sure to do number two well so the client feels that they have been heard.
4. Follow up with any others that you have passed the baton to.
5. Verify with the client that the concern has been served.

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