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Does anyone even remember how to do customer service well?
When I was a kid, my mother who was a 5 foot 92 lb Asian woman could and would if she felt justified - demand to speak with the duty manager and she would very soon get the duty manager. And if she was right and a mistake was made the duty manager would not just apologize and correct it but ad a token of appreciation for loyalty toss in an airline ticket or hotel voucher to say sorry.
Even if a mistske I'd made, the rapid rectification and compensation via bonus kept the customer loyal. Throwing obstacles in the path and $.05:$.10 practices just annoy the customet.
Yet worse is when the customer svc deot staff agree with you and can only apologize that no one has the ability, authority or both to help. The customer must call another number and start from scratch.
My first job was gas attendant and the duty manager was always 5 minute or less from talking to an irate customer and has the authority to make the customer happy and the key to the safe to give a refund on the spot.
I still find this but it is rare today.
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3 Answers
Top quality customer service should be a very important part of a business. Many companies don’t see it that way. The customer is a vital asset to a company. Many businesses tend to lack in this area of providing great customer service. Some businesses should put more focus & effort into providing better customer service. If they don’t know how to improve on their customer relations then a company should seek help in this area.
Thank you. Yes, it would seem economic sense your revenue derives from customers so by failing to promptly and completely make them happy, they go to the competition and you lose revenue. I bought an airline ticket online once and the system would not let me pay for it. I spent 45 minutes to get a person on the phone who could help me pay for the ticket and after that I switched airlines.
@Mike Lee:
Your experience is one of the many examples of why it is imperative for companies big and small to provide top customer service. Many companies need to restructure things. Either they don‘t care, they don‘t know how or it‘s a work in progress. But no matter the situation providing top quality customer service is important.
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