April 26, 2008

Customer Service Fails - Find out Why?

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Customer Service Fails Fails, find out "why?". Let’s be courageous and look at reasons why customer service fails:

You’re doing all the talking
My grandmother used to say “we have two ears and one mouth for a reason. They are meant to be used proportionally.”

You are not doing anything about it
You don’t follow through with the feedback you request.

Your customer service reps don’t have the power to help
You are putting the most junior and least supported staff up front.

You have no idea of the cost to you of losing customers
if you were paying attention, you would know that good service means you retain more customers. Acquiring new customers costs more.

You see customer service as a cost, not a benefit
When you look at your department as overhead, you tend to under fund it and under staff it.

You are not keeping your brand promises
It does you no good to spend millions in advertising when customers find you difficult to deal with. A good experience is one of the best investments in your brand.

Your product needs help, start there
It is quite natural to think that your baby: your product or service is the best. Well, it may not be and that’s where you need to start helping customers, by providing a better one.

You did not notice the problem, so you’re behind on fixing it
This is how crisis get started.

You don’t have customer service
Nobody is assigned to it, nobody owns it.

You don’t listen to your customer service reps
They know what’s going on and they would tell you.

Thanks Valeria for spotting this points excellently to me who isn't quiet often involved with CS roles.

When I tried to fix my notebook, it took almost 2 weeks (you know what notebook for us). I decided to pick the notebook myself, when asking about "why it took so long", the front desk (customer service) tried to explain their company policy, about lead time, bla bla... which I was not persuaded at all, who care about their company policy. I been holding my life on my neck since 2 weeks ago. She didn't even bothered to hear me.

Few days later, I sent e-mail to the CEO, I said I didn't expect to get explaination about his policy. I need solution for my notebook. I would be happy just if I was offered with solution (and a little apologize word probably).

Val, I hope customer service would learn to be actively listening and offering solution to a customer.

Valeria Maltoni at Conversation Agent made very clear points about "Top 10 Reasons Why Customer Service Fails".

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