Written by Buljan & Partners Consulting
“A few months ago, I experienced a great jungle trek in the Northern of Laos. The agency I was trekking with was very professional, not only during the experience itself, but also at every stage of the “customer lifecycle”, from the follow-up on the first information provided to the customer satisfaction survey they provided after the trek. Yes, it seemed definitely possible to develop a customer relationship management in remote place like Northern Laos, with neither CRM systems nor good Internet connections… simply with a great team.
Coming back from the trek, I was amused (as the other Western participants) to see the following message on the counter of the agency:
“If you had a problem with your trip and want to talk about it. We ask that you follow some simple advice before discussing it with us:
- Be well feed
- Be rested
- Be clear about what the real problem was
- Be respectful
- Be patient
- Be reasonable”.
Could we ever think about introducing these Buddhist-influenced prerequisites for submitting a complaint in our Western countries? How would we react as a customer if a call center agent advised us to take a nap and have a good dinner before calling again and report the problem we face?”