TechnologiesInformation ManagementProductsCustomer Experience

If a Customer Falls in the Forest, We’ll Know

A few weeks ago, I had to take my car in to be serviced. After a busy day at work, I rushed to the dealership only to discover that the service desk closed at 5:00pm. It was 5:09pm when I arrived.

Frustrated after a long day, I stood there with a hopeful expression on my face. The man behind the service desk looked from me to the clock on the wall as I braced myself for the “Come back tomorrow” that I was certain was coming. But then, to my happy surprise, it didn’t.

Instead, the man asked me what I needed fixed on my car, and told me he’d do it for me right away.

Although the repair was minor and only took about five minutes, the result of this simple act was monumental: it turned my day around and left me as a happy customer. It also made it more likely that I would return to this dealership for future maintenance—and to purchase my next car.

Turning Negatives into Positives

We all know that it only takes one negative experience to change your perception of a company, but did you know that it can take up to 12 positive experiences to make up for one bad one? Based on my personal experience, the car dealership started their relationship with me on a positive note, and that’s something I’m not likely to forget.

At OpenText, we know that our customers are our most valuable asset and we work hard every day to ensure that you’re getting the most out of your OpenText solutions.

The OpenText Experience

One of our favourite sayings is, “If a customer falls in the forest, we’ll know”. On a basic level, this means that we’ll always be there to lend a helping hand or listen to your concerns. But on a deeper level, this idea has infiltrated our entire organization. From Human Resources to IT to Customer Support, each and every OpenText employee has a role to play in helping to create an exceptional customer experience.

To help us keep all of our customer experiences positive, we follow these four simple tips from Vision Critical:

  1. Listen to our customers: Listening is one of the most importantcomponents of creating a great customer experience. By listening to our customers, we’re better able to understand where they’re coming from and are better equipped to help them succeed.
  2. Take their ideas seriously: When a customer has an idea on how to fix an issue, or how to do something to best fit their needs, it’s important to consider them. By working together with our customers, we try to ensure we arrive at the best solution to fit their unique set of needs.
  3. Engage with your customers on an ongoing basis: As a Communication major and an avid social media enthusiast, this one is particularly important to me. Having open, two-way communication with our customers on an ongoing basis is critical to developing and maintaining a positive relationship. Whether you’re contacting us by telephone, email, social media, or in a one-on-one meeting, we’re always available to chat.
  4. Act on changes: Once we have identified changes that need to be made, it’s important that we execute on them. Talking about issues with our customers is important, but unless we act on those changes, nothing improves.

We know that sometimes it can be difficult to turn a negative experience around. But by listening to our customers, investigating the best possible solution, and working diligently until the issue is resolved, we turn a potential negative experience into one that will be remembered—for the right reasons.

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Kiera Obbard

Kiera is a Senior Writer located in Waterloo, Canada. She is passionate about brand communication, corporate social responsibility, diversity and inclusion, and how technology is changing and influencing the ways we live and work.

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