Manifestos are important for companies. I make suggestions that should be in every company customer sevice manifesto.
Being an RCN customer, I was curious when I received a flyer on my door handle this morning that proclaimed what RCN stands for:
Besides the typical quality TV, Internet and Phone jargon, they listed:
Customer service you can depend on:
I am not sure that when my internet goes down and RCN can’t get someone out here for 3 days, how I can rely on this company? Now I understand why their service is not great as a semi monopoly, but if you are not willing to deliver it, don’t promise it!
Value that the competition can’t match:
Now I understand that you will try to beat any competitor’s price, but what about giving me that great price (50% off) that you give to your new customers? I have been loyal for 10 years, why don’t I rate for a better price? Oh yeah, I have to threaten to leave to get that price!
As a business, this does not make a lot of sense. Only commit to customer service promises you can profitably afford to keep. Finally, don’t give a better deal to new customers than existing ones. It does not build loyalty from the folks you really need!