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The Devil’s In The Details
Avoid Communication Disconnects
A packaged goods company sent out empty boxes to a customer who requested an out-of-stock product; the actual product followed at a later date. An insurance agency cancelled a client’s policy for non-payment, and then solicited the same client the next day for a different product. True stories. Each occurred because of inter-department miscommunication—and this happens more commonly than you might like to think.
This is what customers experience everyday. Lapses of basic communication within company departments leave customers wondering, ”Do they even talk to each other?“ Customers experience discontinuity where organizational breaks exist and that’s when they start to get mad and do their talking by walking…out the door.
The term ”customer rage“ is on the rise, and not without good reason. According to a recent Customer Care Alliance survey, customer rage is on the rage. 73% of customers with a complaint or service problem experienced customer rage. Of that number, 84% were not satisfied by company response. And more than half decided to never do business with the company again. Some staggering numbers for problems that could easily be avoided with a little communication—the basis for any relationship. Creating seamless forms of communication within your company is the first step to good customer relations.
For more information about how to manage projects, products, and inter-department communication, contact O’NEIL Data Systems. Phone 866–659–0824 or sales@oneildata.com.
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