Warning: This is a rant about a customer service experience I had recently. You have been forewarned.
There is one common thread to all great businesses.
There is one area of business that can make or break you in the eyes of your customers and you should always keep your eye on it and do your dead-letter best to keep it running smoothly.
Do you want your customers to come back? There is one place your customer is sure to see the real face of your business. It’s so important, it has it’s own “department.”
Whether it’s handling a refund, taking care of a complaint, or just listening to the customer, this is the place where the rubber meets the road.
My experience. . . .
I had to visit my local cell phone company recently because my phone had a weird error on it and wouldn’t work. I was waited on by one courteous young gentlemen but for some reason another one decided to chime in and interfere. (Yes, interfere is the right word!)
For starters, I was presented with more items to buy BEFORE they ever knew why I was in the store. After that, I was bombarded with continual attempts to sell me something. (a better plan, a new phone, a new and improved air card, etc.) It was so annoying that I actually told them to please stop trying to sell me because I wasn’t buying.
Just solve my problem!
All I wanted was for my phone to work. Can we please just take care of my problem?
The customer is always right. . . .
Never, ever forget who keeps you in business. We work for our customers. To please them. To create products that they need and want. To help them have a pleasant experience so they will continue to do business with us and recommend us.
Now, I’m not giving the name of the company or it’s location. However, the name of the rep was Jeff and Jeff was one rude dude. To a customer who pays his salary. To a customer who only wanted her phone to work.
Do you feel my pain?
Sympathy goes a long way in customer service. A little sympathy towards the fact that I was forced to be without a phone and stay in that store for TWO hours would have been nice. Instead, I got an attitude that said it was an imposition to have to help me.
And here’s the weird part: The rude guy wasn’t even the rep that was helping me. That gentleman was nicer than nice. Why Mr. Jeff felt the need to come over and make my life a little more difficult is beyond me. Bad day? Then customer service isn’t where you should work.
OK, end of rant.
Life is full of little annoyances. Make sure you don’t find them within your own customer service department. It can put a stain on your business.