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UPDATE! Poor Service Experience At Eco Bank

Recall talk to deBBie post about poor service experience at Eco Bank? Eco Bank reaches out to talk to deBBie and we will keep you updated on improvements made to improve customers' experience when we have access to same.

It is highly possible that at some point in your  customer's interaction with your organization, there will be  coffee stains but the good news is you can very quickly address the problem by (reference to Shep Hyken)  

1. Acknowledging the problem
2. Apologizing
3. Resolving the problem (talk about what you will do to fix the problem)
4. Acting with ownership
5. Acting with urgency
6. Communicating progress, resolution and keep in touch 

Now from a customer experience management perspective, it does not just end here! The customer and business processes impacted have to be reviewed leveraging a customer journey map so you can highlight what the key challenges are, share with stakeholders in your organization, collectively identify tasks to fix at source, task owners, timelines and track post implementation that there is no reoccurrence keeping everyone updated.

Shared some steps for this in an earlier post CUSTOMER EXPERIENCE AT ECO BANK POST 

Have a good one and remember to share your good, bad or ugly service experiences.

#cxrevolutionNG #customerexperiencemanagement #customerexperience #talktodeBBie 

Comments

  1. DoxaSeptember 5, 2018 at 12:43 AM

    Great move. Furthermore, they should work on optimizing their customer feedback channels to enable their customers provide prompt and real time feedback on their experiences with their respective service touchpoints. And also deploy a functional VOC management structure.
    Well done Debbie.

    ReplyDelete

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