CUSTOMER SERVICE: ARE YOU LISTENING?
Recently I have noticed more and more people venting about negative experiences with customer service. It has become a joke of sorts whenever someone says they have to call customer service, accompanied by a groan. Some would even say customer service phone calls are worse than having to go to the DMV office, which is saying a lot!
Television commercials portray the frustrations we have in our daily lives with automation and impersonal services.
Collectively, we could all collaborate and write volumes of war stories involving customer service or the lack thereof. (Feel free to jump in and share yours at the end of this article).
There are numerous types of customer service, ranging from in person sales or wait staff to help desks via telephone. Sadly, the bad customer service experiences are the ones most remember.
Does anyone remember what it feels like to get great customer service?
Waiting on people or speaking with them on the telephone is a real form of art in its own right. It begins of course with good manners and being pleasant. It’s true, you really can hear a smile over the telephone. It can be a challenge to have a customer begin with an angry rant, and yet have the call end with pleasantries. Please remember that is a real person on the other end of the phone. The old saying, “you get more flies with honey” is very true.