Customer Service Information


You Bever Know Who Youre Serving


You Never Know Who You're Serving when customers turn irate.

I think of myself as a reasonable person. It takes a lot to upset me, but upset I am.

A number of years ago, I bought a new television set. I had seen a flyer from Lechmere's that had TV's on sale. I called, got through the voice mail menu and asked the salesperson who answered, if the particular model advertised was available.

No, it wasn't but another, equally as good was at only $20 more.

I went to the store and examined a number of TV's. A knowledgeable, helpful salesman approached and patiently answered my questions. Finally, I made my choice and paid for it. I asked if they would hold it for me while I did some further shopping and was told that of course they would.

I was pleased with myself, with the store and with the purchase I'd made.

When I picked up the TV, it was so big, the young man who brought it out to the car had to take it out of the box to get it into my car.

My son brought it into the house for me and started to set it up when he asked, "Where's the antenna?"

My first thought was, "Oh no, it was left in the box."

I called the store to check. A young woman answered and said she'd put me through to the appropriate department. The on-hold music blared uncomfortably. I held the phone away from my ear when suddenly I heard the dial tone! I'd been disconnected. I re-dialed, went through the voice mail menu again, got the same young woman who said she'd put me through to "George". The loud music again irritated my ears as I waited and waited and waited for "George" to answer the phone. As the minutes ticked by, my irritation grew at a rapidly escalating rate. When he didn't answer the phone, I hung up and re-dialed. Again, I got the voice mail menu (which I now had memorized), punched in the correct extension, got the ringing of the phone, interrupted with short bursts of loud music, followed by more ringing which alternated with the loud music in my ear over 12 times.

I was now an irate customer. In less than 5 minutes I had been transformed from a very happy customer, into one of those crazy customers you dread speaking to. When the phone was finally answered, I let loose on the poor, unsuspecting salesperson. I told him that I had been disconnect, put on hold, ignored, gone practically deaf, and I was now VERY angry. He placidly replied, "That's because we're busy, Ma'am. We have a lot of customers here today."

"I don't care!" I loudly proclaimed - my son, who had walked into the room at that moment, looked at me as though I had turned into a stranger in front of his eyes. He is unaccustomed to seeing me lose my temper.

"I am your customer and I am not getting good service." I then explained irately about my missing antenna. He asked me what size TV and I told him 27", he said that no 27" TV comes with an antenna.

Of course this put me over the top. I went from being an irate customer to the customer from hell. Why hadn't I been told?

Furious, I made another trip to the store and asked for the manager who cynically informed me that he was surprised to hear a complaint about the TV department. The defensiveness of the manager was the last thing I wanted to hear while I was still in a state of anger.

He didn't do anything to assuage my temper. He told me that everyone today had cable TV, therefore there's no need to include antennas. I told him that I for one don't have cable. I explained it might be a good idea to ask customers if they had cable.

He then asked a salesperson to find me an antenna. It looked like two wires attached by a plastic tripod. I asked how effective this would be and was told that it wouldn't be very effective but a "sound amplified" antenna would be what I needed.

Bottom line, I ended up paying for a $62.00 antenna.

No discount, no heartfelt apology, no attempt to make me feel that I was an important customer. But, just like most customers that get less than deserved service I got my revenge. Irate customers tell on average, 10-20 other people about the bad service they receive. I have already told many audiences and now am sharing this in my newsletter.

I started out as a reasonable customer, I would have cheerfully bought the antenna, but because of the chain of events, it brought out my evil twin. Not my most flattering nor most comfortable mode of behavior.

Contrast this incident to an experience I had, that Marty at the Hyatt Hotel in Austin, TX handled.

During a stay in that hotel, I was woken up through out my first night's stay by an intermittent whooshing noise I couldn't identify. When I got up the next morning and walked into the bathroom the toilet greet me with the same noise that had annoyed me all night.

I called the front desk who sent an engineer to the room. In explaining the situation and how it had woken me during the night, Marty, the engineer, gave me a pass to the restaurant and told me that breakfast was on him. He said, "No one should be woken during the night by a noise."

I have to say that his response was surprising to me. At most hotels I stay at the engineer would have to get permission to give away a meal.

His service attitude made my stay at the Hyatt memorable.

P.S. I told everyone else in attendance at the meeting and now over 1,500 more through my newsletter and since I'm posting this on the web, how many more will read it? Remember: You never know who you're serving.

Margo Chevers, author of the books STOP the BS (bad service), What Do You Want to Be When You Grow Up? and How to Get Up on a Down Day has been providing sales and customer service seminars and consulting to a diverse cross-section of industries for the past 15 years. To receive her free 10 top tips for exceptional customer service, call (800) 858-0797 or email margo@margochevers.com.


MORE RESOURCES:
This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news


Forbes

For National Customer Service Week 2018: Essentials Of Customer Service Excellence
Forbes
Today I'm sharing eleven essentials of customer service in honor of 2018's National Customer Service Week (NCSW), which is sponsored by the International Customer Service Association (ICSA). These points have proved vital on most every customer ...



Forbes

Why Great Customer Service Is Key To A Positive Brand Reputation
Forbes
Great customer service experiences are few and far between, so when you have a good one, it makes a serious impression. Today, most companies don't let their customers connect, hear a live voice -- a positive one, at that -- and build loyalty to the brand.



Fortune

eBay@Home Invites Some Customer Service Employees to Work ...
Fortune
eBay is offering new opportunities for full-time employees to work from home via the eBay@Home program, the online commerce company announced ...

and more »


T-Mobile gets rid of robot system for customer service calls
MyAJC
SEATTLE — T-Mobile is getting rid of that robotic voice on its customer service lines, the company announced recently. The telecom said it would connect users straight to a team of customer representatives, unique to their own city, when they call ...

and more »


Forbes

Ten Ways To Celebrate National Customer Service Week
Forbes
National Customer Service Week is celebrated during the first full week of October, and this year it falls on October 2-5. I traditionally write a short article about the holiday, and this year is no exception. Looking for some new ideas, I interviewed ...



Forbes

The Undeniable Need For Superior Customer Service Each Time, Every Time
Forbes
Fast-forward to my life today and writing about the world of marketing and engaging with CMOs and others in the C-suite on a nearly daily basis, I want to take this opportunity to not to so gently remind everyone: When it comes to customer service, a.k ...



Motley Fool

Chipotle Has a Customer Service Problem
Motley Fool
Chipotle (NYSE:CMG) CEO Brian Niccol has addressed many of the company's most pressing issues during his limited time on the job. He has begun the process of the chain offering a more dynamic menu, has continued to address food safety, and has ...
SEC FORM 4 - SEC.govSEC.gov
Free Report for CMG - Zacks.com - Zacks Investment ResearchZacks Investment Research

all 92 news articles »


TechCrunch

Microsoft launches new AI applications for customer service and sales
TechCrunch
Similarly, the Customer Service app focuses on using natural language understanding to understand and predict customer service problems and leverage virtual agents to lower costs. Taylor used this part of the announcement to throw some shade at ...
Microsoft ups Salesforce battle with A.I. features for DynamicsCNBC
YouTube HTML5 Video PlayerYouTube
Announcing new AI and mixed reality business applications for Microsoft Dynamics - The Official Microsoft BlogThe Official Microsoft Blog - Microsoft
YouTube
all 107 news articles »


Forbes

Employees Are Customers Too: The Secret Of Internal Customer Service Training And Culture Change
Forbes
Let me share a secret. (It's a sort of non-secret secret.) The single most important internal customer service training “technique” isn't a technique, a best practice, a trick at all. It's something different, something more profound: It's a point of ...



Multichannel Merchant (blog)

Holiday Customer Service Will Measure Up – If You're Prepared
Multichannel Merchant (blog)
That's provided customer service operations are prepped for the upcoming holidays, with reinforcements at the ready. And we're not just talking seasonal temps here. Recruited en masse. Reciting customer responses by rote. Sandwiched in between the ...

and more »

Google News

home | site map
© 2007