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MSPA Gold Certification DVD Winner Announced

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Sep 16, 2011 by Confero Inc.

Congratulations to Diana K. from Battle Creek, Michigan. She was randomly chosen as the winner of our recent MSPA Gold Certification DVD Contest. In April we asked mystery shoppers, “What is the one thing an employee or business can do to turn a negative customer experience into a positive one.” We got a lot of great feedback from mystery shoppers, including Diana’s winning entry:

“When a negative experience happens a supervisor or manager can personally apologize before it becomes a bigger issue. They can offer to correct the issue with an equal or better product or service. For example, I purchased a laptop and the battery would not charge, so the only way I could use the laptop was when it was plugged in. I took the laptop back to the store and explained the problem. I was given a replacement battery which we checked at the store to make sure that it was going to hold a charge and I received a coupon for a free computer tune up good for the next year. I also just received by email a $25 gift card to be used online or in the store. They made a loyal customer out of me by going the extra step without me having to make a major issue of this problem.”

Here are a few of our other favorite entries:

“Customers are the backbone of any company. The success and failure of any business depends on how happy and content the customers are with the products. It is the responsibility of all the employees to make the customers feel that they are the most important thing for its organization and that their business can make or break the organization. Customer satisfaction should be the ultimate goal of all the employees and all should strive for that.” – Shiv K., Ohio

“In my experience, actually acknowledging that something negative has happened and apologizing for it goes a long way. An attempt to correct the situation is something that shows a company cares about the service being provided, and shows that the company values the customer.” – Grace T., Ontario

“I have found through years of customer service experience that taking an unhappy customer and giving them something that they have not asked for makes an impression that says, “You are a valued customer.” Today giving just a quick, “I am really sorry,” no matter how sincere, does not make enough of an impression on customers. I see offering them something more is the way to retain the customer. Giving a customer a chance to “give us another chance” is a way to let them know we care. Letting them see that we made a mistake and really are sorry by “putting our money where our mouth is” gets them back in our doors. If the offending product or employee is corrected then they can see us shine on the next visit. A free visit will be something they tell their friends about. They will tell them how wonderful the management is and how they love going to your store!” – Judeth S., Tennessee

“Talk to the customer with respect, and really understand the problem. Take ownership of the issue and get it fixed!” – Kristen S., New Jersey

“Companies should realize the need to be proactive and implement an excellent service recovery plan. Things are going to go wrong, mistakes and accidents happen, and sometimes we all “miss the mark”—we’re all human! Companies should put a great deal of emphasis on the importance of service recovery when training new employees, and follow that up with continuing education throughout the year for all employees. Excellent service recovery is the single most important thing to address, if the company wants to develop a following of loyal and repeat customers. With all this being said, the ONE THING an employee or business can do, is to be prepared ahead of time, with an excellent service recovery plan.” – Tracy J., North Carolina

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