Recently, a recording of Comast’s Xfinity customer service went viral. A Comcast Xfinity customer was trying to cancel service over the phone and it didn’t go so well. The recording has caused online users to flood the company with similar complaints. The backlash was so controversial that Comcast said it would be re-evaluating its customer service policies.
Time to Think
Take a moment and think about your association.
Does your association get complaints about staff members? Does your association staff have experience with customer service? Have you ever lost members because of staff? Have you ever had to settle a dispute between a member and your staff?
It’s important to note that your association exists to bring people together for a common cause. You want the association to succeed and grow, but that can’t be done if the association’s reputation is tarnished.
If your members are having issues with staff, here’s what you can do.
Have you ever been promised you’d receive a call back and you never did? Or perhaps you were given an apology but nothing else to resolve the situation?
Give your staff the power to take action when needed. Maybe a refund is needed? Maybe a member wants to transfer event registration to another person? Maybe a person paid for the wrong tier of membership and needs to correct it? Or maybe a confirmation got misplaced on the day of the conference?
Whatever the issue, your staff needs to take action to fix it. A little customer service goes a long way.
Along with giving your staff the power to take action, it’s a good idea to put a plan in place for future reference. A member service policy or handbook works well and can guide your staff into taking the correct action when needed.
A comprehensive member service policy can prepare your staff to handle any situation. Not only will your members appreciate the customer service, but it will also send a message that the members are a top priority.
The Comcast Xfinity call proved to be a great example of a staff vs. customer situation, but they’ve put a plan in place and will move forward. Comcast Xfinity will be investigating the incident and working on a new customer service plan to prevent the situation from happening again. In the mean time, Comcast Xfinity has moved forward in their day-to-day operations.
You can’t avoid problems and nobody is perfect. When an issue arises, take action to remedy the situation, make a plan to fix or prevent it in the future and move forward. With an implemented customer service plan and a take-action attitude, your association will please members and continue to grow.