Skip to main content

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

Post a Comment

Popular posts from this blog

Arrogant, Cold & Unwelcoming

... Then ... the waiter came for our orders. She stood there so impatiently and seemingly scornfully while we were trying to make our choice. We settled for fish and chips but we needed to be sure how much to order so we asked a simple question "how big is the fish? would one be enough for 2 people for instance" and she responds "Just as it appears in the menu book". We tried to make her understand our question but instead of trying to advise and convince us on what to buy, she simply coldly stuck to her response..."Just as it appears in the menu book". Of course we walked out immediately. Details of Experience Shared What is the name of the product, service or company? Lounge 38 How would you describe your experience? Poor  Please share details of your experience. Friday 28th Sept, after close of work, I and 2 other friends decided to have a brief hang out before heading home and we decided on Lounge 38 on Bode Thomas. First impression on ...
7 comments
Read more

Auto Dealership Customer Acquisition Drivers

Knowing your customer acquisition drivers (why they chose you and not your competition) gives you strategic insight when designing and deploying marketing communication content and what you see in the image are researched customer acquisition drivers for a the Auto Dealership industry in Nigeria by Neetch Company . Customer acquisition drivers impact customer retention because after conversion, if the experience your customers have post buying, using or sharing your product or service does not align with the expectations leading to conversion (reasons for choosing you), it is highly likely that your customers will churn. Your customer churning negatively influences your brand integrity and for an auto dealership trust me, don't underestimate the power of word of mouth (WOM) as a channel of product/service awareness! This and a whole lot more I will be sharing with the entire team at one of Nigeria's leading Auto Dealerships tomorrow. Ready for it! hashtag # training hasht...
1 comment
Read more

Patient Experience at Eko Hospital

The experience a customer/patient has at a hospital is hinged on the quality of not just the specialist health care service he or she receives but also on the quality of his or her service experience. In the experience shared below from a customer/patient at Eko Hospital, what was negatively impacted was the quality of his/her service experience and I will break this down in more detail as well as share what Eko and other hospitals in Nigeria can do to make sure they manage their patients' experience properly in line with their wait time to see a consultant. STORY SHARED "...I have been looking for an opportunity to vent about my last experience at Eko Hospital, Ikeja. I woke up one morning to meet an early appointment, got their before 8am but left at about 12.30pm without seeing the Consultant. What a waste of time.  I wonder how many patients have lost their lives out of this level of carelessness on their part. I rate them 0/5" My Perspective. In reviewing ...
7 comments
Read more