b'FOGHORNFOCUS: CUSTOMER SERVICEpeople very quickly. For instance, YelpIn the hotel example, its quick andAcknowledging the Problemand TripAdvisor were designed forgenerous response not only made theGetting the Factsconsumers to rate their experiences.guest happy, its likely hell chooseOffering a SolutionFacebook and Twitter have becometo frequent that brand in the future.These commonsense tips are go-to forums to vent. Instagram andWhats more, by sharing with hiseasily adaptable to any industry and Snapchat users post photos and videoscoworkers how well he was treatedany situation. Employees who work for their followers. Often, it doesntafter the original slight, the likeli- directly with your customers should be take long for posts to go viral and behood that his boss (who is the deci- trained to pacify irate guests and not shared and seen by tens of thousands sion-maker when choosing meetingescalate a situation. Freifeld advises or morepeople online. Once viral,venues) will positively rememberworkers that complaints are not meant mainstream media may pick up thethe incident, which may influenceto be personal, and that winning a story and cast its shadow even further.decisions to award future meetings toconfrontation with a customer isnt a Consider this: according tothe hotel chain because he may feelwin at all. TripAdvisor.com, the site currentlythat his meeting attendees (who are his Listening requires patience, averages 390 million monthly uniquecustomers) will also receive excellentpractice, and empathy. Freifeld rec-visitors and has amassed 435 millionservice.ommends letting the customer fully reviews and opinions covering close toResolving Issues explain (or vent) their situation without 7 million accommodations, restaurants 2018, Yelp reported that itaveragesIn Training Magazine, author Lorriinterruption.Then, the employee and attractions. And, in December more than 178 million unique visitorsFreifeld offered sound advice forshould attempt to reiterate the problem every month, across its mobile, desktop,resolving customer service concerns.and, if its a mistake, acknowledge that and app versions.Furthermore, lastShe wrote in her 2013 article, How towith an apology. If its a misunder-year, Yelp users have contributed overHandle Customer Complaints, thatstanding, explain the situation but use 171 million reviews of almost everycustomers want to know someonephrases like, I understand your frus-type of local business, according to re- is listening and they are understood,tration with and allow the customer viewtrackers.com.All those reviewsand they are hoping you are willing toto respond. By engaging in a conversa-take care of the problem to their satis- tion with the patron, your staffer can matter. According to customerther- faction. Her recommended approachgather the facts behind the issue by mometer.com, 90 percent of customersincludes: asking questions. are influenced by positive reviewsStaying Calm When all the information is fi nally when making a purchase. Listening Well available, a solution can be offered to make it right with a customer who feels wronged.Be sure that your employees know what theyre empowered to offer on the spot (i.e. refund a ticket or offer another cruise), and when they need to PLEASE DO NOT check with a supervisor to placate the guest and solve the problem.Then, REMAIN SEATED establish a way to follow up with a customer to be sure theyre satisfied with the resolution. Do not switch of all electronics. Please move around freely. And above all, do not miss the spectacular beauty off the sea.The UpsideWith Cat high performance engines, the total time of yourMore than ever, companies un-journey could be the same as flying. Only with better views.And without the leg cramps. derstand the importance of providing a positive experience for customers, which has been recognized by consumers. The Customer Service Barometer found that 40 percent of Americans surveyed feel that business-See the video at es have better focused their attention storiesfromsea.comon customer service recently, and 81 percent of Americans reported that See our complete offer for ferries and cruise ships at marine.cat.com businesses are meeting or exceeding2017 Caterpillar. All Rights Reserved. CAT, CATERPILLAR, BUILT FOR IT, their respective logos, Caterpillar Yellow, the Power Edgetheir customer service expectations.trade dress as well as corporate and product identity used herein, are trademarks of Caterpillar and may not be used without permission.We can all raise a glass to that! n8 NOVEMBER 2019FOGHORNcat_ad_ferries.indd 1 08/01/18 22:30'