I have been on a roller coaster of customer service experiences the past 3 days, and I can safely report that of 3 major companies that I have dealt with one company that has no concept of much I am being inconvenienced as long as they are happy with the experience, another that wanted to just end the call as quickly as possible without a resolution although another person there performed very well when I gave them a second chance, and a third that got it right the first time.
We work in a service business. even though we might offer aproduct or deal in one also, we are in the service business. We are in sales, but we are in service. We are in retail, but we are in service.
So, on Saturday and Sunday, I spent nearly 2 hours with one company answering a battery of questions and trying every conceivable solution before they finally agreed that it was a part issue - a position I have been arguing since October. Before allowing themselves to come to this conclusion, I had to talk to and rehash my situation with 3 different people. of course, each of them had to try their own little approach - all to no avail. In the end, they got paid a salary for talking to me - the same as they would have been oaid regardless of who they talked with. I spent 2 hours of my time just to satify theuir curiosity. In the end the part has been shipped, and I may have it repaired by Saturday - over a week after the initial conversation.
On Saturday and Sunday, I also talked to another company about a similar issue on another product. The first person was so intent on reading the manual to me and not listening that I had to end the call. The second person was more polite but did not care to listen to me or to demonstrate any patience. It was as if they were being paid piece work and had to get to another call. That call ended with an attempted upsell to paid support.
Later, I talked with a person who was pleasant and patient. She handled my issue and resolved it in less than 10 minutes.
Today, I had to change flight reservations on USAir, and the person I talked to was great. She accommodated my needs and made helpful suggestions. All of this on the initial call.
So there we have it, three companies, three days, and three different outcomes and experiences.
It amazes me how companies feign an interest in customer service by recording calls and sending out lame surveys when their actions speak so much louder.
Remember that above all we are in the service business.
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Steve Hoffacker - Consultant, Coach, Author, Blogger, Photographer, Motivator, Teacher, & Strategist - for Realtors, Real Estate Sales Professionals, Home Builders, New Home Salespeople, Entrepreneurs, Small Business Owners, and Independent Sales Representatives.
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You are right a customer will remember how they are treated and how we handled their problems just as we do with other companies.
So true. And, such a good reminder of how important it is to give good service to our clients. Everything we do leaves an impression - so why not make it a good one?
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Pat,
Very important to remember. Thanks. :)
Steve
Sometimes it's the company, and sometimes it's just the luck of the draw. It would be interesting if you contacted the same three companies again if the results would be the same or different.
John,
Make it a good one - always. :)
Steve
Mike,
Part of it is the culture of these companies and the training they offer. I don't think it would be much different. I was dealing with 2 companies at the top of my list for poor customer service. :)
Steve
Steve,
Great shout out for why good service is so critical. I find it so frustrating to deal with a company who seems OPPOSED to helping and will try to avoid doing business with that company in the future if at all possible.
No wonder life is so complex these days.
All the best, Michelle
Michelle,
There are a couple of companies that I will not do business with. A couple others I do it reluctantly because I have to. :)
Steve
Steve, there is a saying that goes something like, "People don't remember what you did, they just remember how you made them feel." That's what true customer service is about.