No one likes to experience talking to a customer service technician when they don't understand your issue or can't really help you resolve it whether they are experienced or not. They almost make it seem somehow like it's your fault the product isn't performing. I had such a call yesteday - for over an hour. Rather than resolve the issue, which I think they should have been able to do, they essentially wanted me to keep trying to fix it myself. I am waiting for a supervisor to call next.
Then, there is the other type of call, albeit considerably rarer. The one where you are treated well and the person you are talking to actually knowsa what they are doing, anticipates your needs, and makes helpful suggestions. You don't feel silly for having called. You didn't waste their time. You actually feel good asbout continuing to use their product. I had this call yesterday also.
Call it the tale of two calls.
If companies are going to continue to put people on the front lines like in the first example, they are going to continue to lose customer loyalaty and positiove WOMM. For the record, I have dealt with some very good, talented, engaing people at this company, and several like this person. There clearly is a disconnect with so many companies on the importance of customer relations.
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Black and White, Hot and Cold, Love and Hate.....I want someone who's interested in customer service.....not someone who works there.
Isn't it the truth?
The worst customer service is, of course, from essential services providers like Verizon, etc.
They are the only providers in my area, yet think nothing, absolutely nothing of making me wait 3 weeks for a repair when the problem was at their location when a tree fell on a line and blew some equipment.
3 stinking weeks and you can't even talk to them on the phone.
What I've noticed about customer service, it depends who you get on the phone. I have frequent problems with my cable company. Calling them during the night or any odd hours usually results in a less harried, better technical response from them. Now, if you call Southwest Airlines any time you always get great customer service 100% of the time.
Steve, a company loses points with me if they have subcontracted to a tech support staff on the other side of the world. Even though they speak English better than I speak their native tongue, they still don't get the nuances that would help them understand how to solve the problem.
The other day, I had an interesting experience with Comcast, where I wound up in voicemail hell, took six tries to get a human, but the guy totally got and fixed the problem. And he was working somewhere in Tennessee.
Larry,
You nailed it. Thanks. :)
Steve
Lenn,
Thanks. We all feel your pain.
Many companies apparently think that they are too good to actually talk to consumers. They just take the money and sort out the details later. :)
Steve
Most of the time we're frustrated when we call for help. Apparently the person who's supposed to assist us doesn't always understand that or care. That lack of customer service only makes it easier for me to buy products online, or anywhere I can get it cheaper. I'm willing to pay a little extra if I can buy it local, when I know I'll have good service after the purchase.
I love when you call support and it's someone in India with an American name who you can barely understand.
Steve,
I have little patience for any company looking for my money who doesn't provide good customer service. BTW, I'm defining what good customer service is for me, not them.
Rich
Linda,
That is true. At 1:30 in the morning, I've received some great help. :)
Steve
Pat,
It is inconceivable to me that companies put people on the front line - people who represent their brand - with poor communications and technical skills. :)
Steve
Jon,
You're right. For so many of them it's just a paycheck. :)
Steve
John,
I like that, too. They think that is good customer relations. :)
Steve
Rich,
As you should - and as they should too - if they understand the score. :)
Steve
Hello Steve and a wonderful post for the Customer Service group and featured at .........
CUSTOMER SERVICE
VB ;o)
Rob,
Thanks for the feature. I appreciate it. :)
Steve