FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
August 9, 2006 Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – Telecoms that pride themselves on delivering
outstanding customer service can make it even better by realizing that their
customers have rights.
In fact, customers have the equivalent of a “bill of rights” that all telecoms
should take to heart, according to Measure-X, a Phoenix-based company that
specializes in helping telephone companies improve their customer service and
sales.
“This bill of rights is usually unspoken and is a set of expectations customers
have for their continued business,” says David Saxby, president of Measure-X.
“When a telecom’s customer rights are not upheld, customers may choose to tell
the company all about it. But most often they either go home disgruntled or, in
a worst-case scenario, they move their business to a company that honors these
rights.”
Following is Saxby’s list of 10 customer rights.
- Fair pricing for products and services.
- High-quality products and services that are supported by
guarantees.
- Service from competent, well-trained employees.
- To be treated with respect and kindness.
- To feel valued and appreciated every time they conduct business
with the telecom.
- To have the telecom’s full and undivided attention as customer
service representatives and field personnel listen carefully to
their needs.
- To have the company’s attention to detail and accuracy.
- To expect complete honesty and integrity in the way the telecom
conducts its business.
- To have an open, two-way communication channel where they can
voice their complaints and receive feedback.
- To know that promises will be kept.
Saxby suggests displaying a customer bill of rights in the lobby for customers
and employees to see. “What a great way to let customers know how much they are
valued,” Saxby says. “These are the most common rights customers expect. Feel
free to tailor it for your company by adding to the list.”
And Saxby has words of advice for telecom managers who feel a bill of rights is
nonsense: “Customers pay your salary. Customers are the lifeblood of your
business. Customers deserve the most courteous attention you can give them.”
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Measure-X is a measurement, training and recognition company that specializes
in customer service and sales skills. For more information on Measure-X, call
888-644-5499 or visit its Web site at
www.measure-x.com.
