If you have the wrong customer service representative manning a counter, it clearly is easy to see how things and relationships with customers can go wrong.
A woman in the US is suing a company called BestBuy for US$54 million. She brought her Laptop for repair to the shop and, after getting a run around, was informed that the Laptop has been lost.
First, BestBuy offered her a gift card (hey, it is Valentine’s Day!!), and only after she filed the lawsuit did they offer her a minimal compensation.
I would freak out, seriously. Laptops contain all kinds of information and personal staff. It is not that there are nude pictures on it, but there are databases, training proposals and outlines, NLP and Language and Behaviour Profile (LAB Profile) Material, pictures from trainings and recommendations as well as music, movies, video clips and more… Yeah, I can see that the woman sues for US$54 million.
BestBuy’s store’s general manager, Robert Delissio, wrote to her in an email:
“For every customer that has had an unpleasant experience I can show you hundreds who have had a great experience. I have been in retail for a long time and the one conclusion I have come to is that not every customer can be satisfied. “Does my store have opportunities? Absolutely! What I can say is that we strive to deliver the experience that every customer deserves to receive.”
Anyone who has a bit of an understanding of customer experiences and linguistics will see that Robert went balistic inside of him (probably boiling over), and builds up a frame of us versus you. Basically a blame-frame. It won’t help, because hey – it is a personal experience that you cannot measure against 100s of others. Who cares that there are plenty of positive experiences – what counts is the one individual experience of this poor woman.
Andreas is the founder of Asia Mind Dynamics and a certified trainer of internationally recognised certification programmes:
- Neuro Linguistic Programming (NLP) with the American Board of Neuro Linguistic Programming (ABNLP),
- NLP Coach Training with the Coaching Division of ABNLP,
- The Words That Change Minds -Language and Behaviour Profile of which he also is one of 17 Global Master Trainers
- Creating Your Future Coaching™ Techniques at the Masters Level with the International Timeline Therapy Association
- Hypnosis with the American Board of Hypnotherapy (ABH)
- Master Trainer with the International Association of Counsellors and Therapists (IACT).
We also train companies to achieve higher performance especially through our signature programmes on Leadership, Sales and Advanced Communications.
To find out more about us or our programme and what makes us so very different as trainer and coaches, send an email to andreas.dorn AT gmail.com or contact us at +6012 287 5048.