When you think of Customer Service what image comes to mind? I think of a room with 50 cubicles (maybe more), you know cubicles with that ugly gray color. Everyone has on headsets. It’s loud, and depending on the call, you can hear the customer screaming because they are so pissed off that their representative cannot help them. Okay well maybe that’s not what it looks like today. Maybe instead of working from a gray cubicle you are actually at home in another country so the customer is still screaming because of the language barrier.
Well, maybe it’s not like that either, but you get the point. Regardless, you think of a customer service representative that cannot help you and now you realized you are stuck, frustrated and needless to say pissed off that you spent money (regardless of price) on this item or service and you are not getting the quality results you deserve. Furthermore, you now have the notion that this company doesn’t care about you and your needs, they already have your money. How frustrating is that? Been there, done that, bought the T-shirt (CSR Sucks!) and I do not plan on going through this tomorrow. Oh, and by the way, this is not customer service.
When a company decides they need to interact with their customers because they obviously are having problems with their product or service that’s when they implement a customer service system. This system usually consists of representatives that really don’t have a clue about the product, service and company. Customer Service is the foundation of your business. It is an atmosphere, a feeling that every customer receives when they, read your articles, see your logo, receive an email, or talk to you on the telephone (Do we still use telephones?). It’s more than a smile, it’s more than a simple answer to your question. Customer Service is that sweet red cherry on top of your vanilla sundae (fill in your favorite desert) that you crave so much. It is what makes your business appealing to new customers and keeps current customers indulging in more.
Customer service is about going above and beyond the customer’s needs. If they have a question, be sure to answer it (make sure it is the correct answer to their specific question), but ask yourself what else can I do for them? Can I provide them with more? We always want more, and we don’t want to be tricked or forced into paying more it either.
So share with me your views on customer service? What does customer service mean to you? Have you ever thought about it being more than solving problems, a smile, or a pleasant attitude? Tell me your thoughts.
