Good Customer Service #Reviews #Praise


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Good customer serice is always vitally important to me and has been my passion in every job I have had.  No matter how small an act of kindness that is given, it will often mean an awful lot to the customer that is receiving it.

But, I also accept good customer service in return. Sadly, this doesn’t always happen and what is even sadder is that people are often ready to complain more than they give a compliment. If ever I receive exceptional customer service and someone goes over and above their role to make me feel that my issue has been resolved I will often email/tweet/or contact the company involved.

How would you feel if someone took the time to call you or your company to say how well you did your job and how thankful they were? I tell you the feeling is magnificent and will make you feel so good.

The same if you see or hear one of your staff members go over and above to ensure that a customer gets a good service, tell them. Share with them how impresses you were. It makes them feel so good.

So, I am going to praise good customer service on my blog. I will nominate one person or company each month and share with you why I felt they deserved the nomination.

So, to start the new year I am going to start with 3 companies that I have found to have had exceptional customer service, that has listened and resolved my issue.

These are in no particular order.

 imagesI recently had an issue with my iPad. I phoned our local store and was put through to the call centre. I had a lovely chap that gave me his name, and straightway took my telephone number in the event we got cut off he would be able to ring me straight back.

He took me through several different steps on my iPad trying to solve the problem assuring me all the time that he would do his best to solve the issue.

After about 20 minutes we had covered all areas that he felt would rectify the problem, and whilst doing so explained exactly what he was doing and why. He also gave me some tips along the way that could help in the future.

He gave me a case number and said if I was experiencing any problems relating to the issue to phone back quoting this number and the person dealing with it would be updated with what had already been done.

The call wasn’t ended until he knew that I was happy and understood that if I was not happy I could phone back at any time.

This hasn’t been the first time that I have had to contact Apple by phone, or go in person into the store and every single member of staff has always giving first class service. Well done Apple and a big thank you for the lovely staff that you have working for you. They are always friendly, take the time to deal with the issue and see it through and know your products inside out.

 

joules-logo-v2I had an issue with an item that was bought for me only last Christmas. I had hoped that this item would have lasted a bit longer that it did. I tweeted Joules saying I was gutted that my item had stopped being fit for purpose.

I got a very quick response asking me to DM them (direct message) and give more details and include my email address. I replied and within minutes got a reply saying that someone would reply to me via email.

I received a very friend email asking for some more details which I gave and the next day got a reply to say that a new replacement would be on its way that day.

This issue was all done via email, but you can still get vibes from how someone speaks to you and these responses were friendly, quick and to the point.

Well done Joules for your quick response via twitter and email and thank you for the suburb customer service. The whole issue took 4 days from the very first tweet to delivery.

utility-warehouse_finalWe moved into our house just over 2 years ago. It was a total renovation and we were up to our eyes in building work getting the house in order, along with getting all the utilities installed and up and working.

A good friend of mine recommended Utility Warehouse and what sounded appealing was they did most of the utilities we needed. Gas, Electricity, Internet, home phone, mobile phone data calls and texts all under one roof. It seemed to make life a lot easier.

We had a lovely rep out that went over a plan that would suit our needs. He also informed us of some loyalty benefits that we would be entitled to which was a lovely surprise.

So, we signed up and to date have not had any regrets.

For me what makes this company so different to other utility companies is their customer service. Every single time I have ever had the need to phone I have always been dealt with the most pleasant person at the other end of the telephone. They have always resolved the issue and had always made sure that I am happy before ending the call.

The “dread” of phoning a call centre is no longer there in the knowledge that if I do have to phone them I am confident that the issue will be resolved before the call is ended.

Well done Utility Warehouse, you have a great team working in your call centre who are knowledgeable and always extremely helpful and polite.

Have you experienced good customer service recently? If so please so share with us all.

 

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Customer Service at its Best #NaturaPalaceHotel #Lanzarote


 

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What do you look for in a holiday? Mine is sunshine, a lovely venue, easy access to local areas, good food, swimming pool, and most of all good customer service.

Well we certainly found that last week when we went back to Lanzarote again for the second year running. Why? Because we could not fault the hotel we stayed at Hipotels Natura Palace in Playa Blanca.

I could not fault the hotel on any level last year, and the same again this year.

The customer service was second to none the moment we walk through the door to the day we left.

On arrival the Reception staff were friendly, helpful and professional. A porter took our cases to our room which was really well laid out  equipped with a fridge, large flat screened TV, table and chairs and the bathroom came with all the usual soaps, shampoos, tissues, hairdryer and other useful accessories.

We had a sunny balcony that overlooked the beautiful swimming pools (2 large pools and one children’s pool) and the best bit there were plenty of sunbeds to go around.

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The food was exceptional and catered for everyone’s taste, you certainly wont go hungry whilst staying at the Natura Palace. The Maitre d” is attentive and very charming making you feel that you are the most important person when he is dealing with you, he remembered that we have been before which was very impressive seeing the amount of people who must pass through the restaurant every day, and the staff again charming and very helpful. There was a wonderful chief who made smoothies to order – they were just amazing.

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The dining room staff work extremely hard, often working the breakfast shift, the evening shift and then working in the bar until late. They worked hours but every single one always wore a smile and were always very attentive.

The bar staff couldn’t do enough to help and got to know you very quickly, they would often have a joke or two despite the language barrier they always interracted with everyone.

The rooms were cleaned every day and the maids always went out of their way to make you feel special.

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The hotel was immaculate the public areas inside and outside were kept spotless at all times.

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The grand staircase in the Main Reception area and the lower grouund lobby area.  

I did the same this year as I did last year. I peopled watched – one the things I have loved doing since I was little (or just plan nosy as my husband would tell me)

I can honestly say that I never seen a grumpy member of staff the whole time we were there, the amount of hours that the staff worked were long and not very sociable, working in the heat giving a  110%. Their customer service was excellent at all times.

I can honestly say I have never witnessed so many staff giving such a great service.

I am intrigued to know how their go about their customer care training. How they instigate the training and uphold it to the level that is being given.

Do Hiptels hold in-house training? Does each department hold their own training or are the staff training as one? Are staff sent off site for customer care training.

To give training is one thing, the hardest thing is ensuring that the training is maintained at all times.

Whatever way they are doing it they certainly have it right. Well done to the Management and Staff at Natura Palace you should be very proud of yourself.

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© 2011-2017 Reception Training all rights reserved

Disability Awareness #Receptionists Training


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Staff training is important not only for the Receptionist but for the patient too. Trained staff are confident staff and therefore can often handle difficult situations in the Reception area.

When we talk about staff training we automatically think of

       Telephone Skills

       Patient Confidentiality

       Dealing with Difficult Situations

       Reception Etiquette

But how many Practices offer Disability Awareness Training for their Reception staff?

The attitudes of staff are crucial in ensuring that the needs of disabled people are met.

There are many types of disabilities, and can affect a person’s:

  •        Vision
  •        Movement
  •        Thinking
  •        Remembering
  •        Learning
  •        Communicating
  •        Hearing
  •        Mental Health
  •        Social Relationships

Are you staff prepared if a wheelchair user needs assistance or if a patient has a visual impairment and needs help? It is important that Receptionists understand the needs of your patients that have a disability. And of course there are the hidden disabilities that we need to be made aware of too.

Disability Awareness Training will help your staff:

  •        Understand the barriers faced by people with disabilities
  •        To help identify when accessibility is important
  •        Explore their own attitude towards disability and accessibility
  •        Define the medical and social model of disability
  •        Identify barriers people with disabilities face and how to remove those barriers
  •        Develop an awareness within the team
  •        Be aware and be able to use appropriate language and body language in relation to a person with a disability
  •        Feel more confident in their role

Disabilities can include

  •        Attention-Deficit/Hyperactivity Disorder
  •        Autism
  •        Brain Injury
  •        Hearing Loss and Deafness
  •        Intellectual Disability
  •        Learning Disability
  •        Memory Loss
  •        Mental Illness
  •        Physical Disability
  •        Speech and Language Disorders
  •        Vision Loss and Blindness

and not forgetting

Temporary Disabilities, which can include:

  •        Sporting injuries
  •        People with broken bones
  •        People recovering from an operation
  •        Pregnant Woman
  •        People with Severe back pain
  •        People with young children / pushchairs (in the event of an emergency they may require assistance)

These people and people with permanent disabilities are important when it comes to evacuating the building in the case of an emergency. Are you staff trained in emergency evacuation and assisting people with a disability in such an event?

When someone speaks of a disabled person do you automatically think ………….Wheelchair? Actually wheelchair users only account for 6% of that figure. There are so many disabilities that we cannot actually see. Some disabilities you can see and some you can’t.

The Hidden Disability

Whilst it is very easy identify someone in a wheelchair, be it a guide dog or walking aid, or someone who has aids in their ears, it is the hidden disability that can often go unnoticed.

People today still have problems with reading and writing; I came across this several times when I was working in Reception. 99% of the patients would not own up to this, it was simple observation on my part that identify this and in turn I was able to help the patient without too much of a fuss drawn to them.

It is important when patients object to filling out forms at the front desk that you do not “insist” it simply might be that they cannot read or write.

Often the excuses they use when asked to complete a form is “oh I have left my glasses at home” or I am in a hurry can I take it away and bring it back later” and even “I am not sure of the information I will need to go home and find this out and bring it back later” to which some will but many will not return the forms. People that have problems reading and writing do feel intimidated if the Receptionist insists as they quite often have to “own up” to their disability often causing embarrassment to them and the Receptionist.

Knowing the signs the Receptionist will be able to deal with the situation in such a way that the patient is unaware of the Receptionists suspicions. Offering to help fill out the form in a quiet area is often met with such a relief from the patient. They are more than happy to let the Receptionist help. Again, if the Receptionist suspects that the patient might have problems with reading and writing she can offer to help the patient in the future. Trust is built up between the patient and the Receptionist and quite often the patient will confide in the Receptionist of their disability.

It is important that staff have an understanding of different disabilities, and how best to help them.

Often speakers from different Disability organisations will only be too happy to come into your organisation and speak to staff, highlighting areas that will benefit the patients and the Receptionists.

Sending staff on external training courses is also an option, you could send one member of staff and they could come back and train other Receptionists, or you could send different staff to different courses therefore getting a mix of knowledge in the Reception area. All of which will greatly benefit the patients and the Receptionists.

Disabled people go to school, work, form relationships, do their washing, eat, get angry, pay taxes, laugh, try, have prejudices, vote, plan and dream like anyone else.

Whilst the disability is an integral part of who they are, it alone does not define them, do not label them.

Treat them as individuals.

 

© 2011-2017 Reception Training all rights reserved