February 28 2013

Customer Care Expert Guest: Monica Jenks


admin, safelite delight
7 Comments






Today, we’re featuring Monica L. Jenks, the principal and owner of Great Connections, a boutique style company dedicated to helping organizations “raise the bar of customer care communications excellence.” Monica has been the training vendor of choice for companies who have relied upon her expertise for more than 15 years.

1. What is your philosophy regarding customer service and how has it changed over the years?

My entire career has been spent in customer care and I have seen it change significantly (sometime for the better, sometimes for the worse). Then I’ve seen it changed back to the way it was before!

My philosophy, however, has remained consistent. It is… “To err is human, to recover divine” (HBR). No product or service is perfect. There will always be times when things go wrong. It is how a company attempts to recover that can make or break the customer relationship. Customers deserve to be heard, respected and treated with the utmost care and concern. When they are not, the company has just added insult to injury!

In addition to providing the customer with a positive, pleasant and professional associate, contact data must be captured and used to improve the way business is done going forward.

2. Who is your role model for customer delight and why?

Like many in my field, Nordstrom remains the benchmark for exemplary customer care and can be modeled in industries outside of retail. At Nordstrom, customers are treated with respect and courtesy (regardless of one’s appearance and attitude) and the company stands behind every item they sell.

3. What is the number one challenge in customer service and how can it be overcome?

Picking one is extremely difficult! But if I have to, I will pick selecting the right people to be in any customer facing position (in person, by phone or through email). Why do companies employ people who are not suited to work with the public? I believe that how one treats the customer is of paramount importance. One may have the greatest technical skills in the world, but if his or her communication skills are poor, he or she shouldn’t be anywhere near a customer!

4. What is the biggest mistake you see others make in customer service?

Again, tough call to select only one. Perhaps the biggest is to do a good job of capturing data on all customer contacts and then do nothing substantive with it. An effective customer service operation should not only be solving customer issues immediately (one and done to build loyalty), they should be providing all other departments within the organization with Voice of the Customer results. Only then will the department move out of a firefighting mode of operation and move into a preventive mode.

Thanks, Monica for your insight!

You can reach Monica at:
Twitter Monica Jenks @fixtheperson1st
.(JavaScript must be enabled to view this email address)
greatconnectionsonline.com

Think you’re a customer service expert too?

We welcome guest bloggers to share their expertise in customer service, customer experience, and customer-centricity! Simply answer these 5 questions and we’ll post them here!

1. What is your philosophy regarding customer service and how has it changed over the years?
2. Who is your role model for customer delight and why?
3. What is the number one challenge in customer service and how can it be overcome?
4. What is the biggest mistake you see others make in customer service?
5. What burning question do you have for other experts in the customer service field?

Send your post and bio to .(JavaScript must be enabled to view this email address) for consideration.

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Comments:



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