One of my jobs has a new customer service initiative that tracks customer satisfaction in three categories. Those that are "pained", those that are "merely satisfied", and those that are "delighted".
Customers are said to be "in pain" if things like answering the phone on the first ring, and not receiving a unique personal greeting, don't happen.
Seriously, I wonder what this means on a broader scale. I mean I get it, that you want to supply exemplary service to the folks spending their hard earned at your business, but honestly if someone came to me and said, "I am pained, you didn't answer the phone on the first ring." I might actually sock them in the mouth and then explain what being pained actually meant.
The worst part to me is that some moron with a marketing degree came up with this idea and is getting paid handsomely for it. Meanwhile that workers that are causing pain and delight get eight bucks an hour.
Customers are said to be "in pain" if things like answering the phone on the first ring, and not receiving a unique personal greeting, don't happen.
Seriously, I wonder what this means on a broader scale. I mean I get it, that you want to supply exemplary service to the folks spending their hard earned at your business, but honestly if someone came to me and said, "I am pained, you didn't answer the phone on the first ring." I might actually sock them in the mouth and then explain what being pained actually meant.
The worst part to me is that some moron with a marketing degree came up with this idea and is getting paid handsomely for it. Meanwhile that workers that are causing pain and delight get eight bucks an hour.
Yeah, crazy about my friend. Totally unexpected, and a really tough weekend because of it. The whole group was in a down mode over it all.
When I am ready I will send you some things, hopefully soon.