Customer Service.. Why Is It A Moving Target?
What makes good customer service? Why do some companies get it and others don't?
Why do some have systems in place that make them fluid and readily able to change the path of commerce?
How can FedEx lose a package, admit fault, be super nice and have my insurance money in 6 business days but Sprint PCS can't handle a simple rebate form?
Why is Sirius so nice and works towards problem-solving when you call them but Deloitte's offshore IT rep, Shumahajmajari a.k.a. "Mr. Sam", is as likely to call you stupid as he/she is to help you.
Why do I sometimes get a defective product and just decide to not even try to replace it because I know dealing with customer support will be like taking on Tito Ortiz? However, Apple Computer has replaced 3 iPods for me with a 4 business day turnaround each time (it would be faster if I did not have mine engraved).
It's possible to right the ship. Dell, Best Buy and even the Nissan service dept. where I bought my car are good examples.
But why is it so difficult to get it right? Do companies believe that the money and product satisfaction are in the initial purchase? Perhaps, but what happens if that product phucks up? How do you keep the customer hooked.
The companies that have my loyalty are the ones that scratch my back when I scratch their's. This is why I have 4 iPods in my house, 2 Sirius radios and a FedEx shipping account. On the flipside, I can't wait to get rid of my SprintPCS phone.
Customer service is a product component that can seriously degrade or appreciate the value or your product. I hope companies start taking this seriously because I sure do get tired of talking to Majabiharilirrrrrrrr when I have computer problems.
Why do some have systems in place that make them fluid and readily able to change the path of commerce?
How can FedEx lose a package, admit fault, be super nice and have my insurance money in 6 business days but Sprint PCS can't handle a simple rebate form?
Why is Sirius so nice and works towards problem-solving when you call them but Deloitte's offshore IT rep, Shumahajmajari a.k.a. "Mr. Sam", is as likely to call you stupid as he/she is to help you.
Why do I sometimes get a defective product and just decide to not even try to replace it because I know dealing with customer support will be like taking on Tito Ortiz? However, Apple Computer has replaced 3 iPods for me with a 4 business day turnaround each time (it would be faster if I did not have mine engraved).
It's possible to right the ship. Dell, Best Buy and even the Nissan service dept. where I bought my car are good examples.
But why is it so difficult to get it right? Do companies believe that the money and product satisfaction are in the initial purchase? Perhaps, but what happens if that product phucks up? How do you keep the customer hooked.
The companies that have my loyalty are the ones that scratch my back when I scratch their's. This is why I have 4 iPods in my house, 2 Sirius radios and a FedEx shipping account. On the flipside, I can't wait to get rid of my SprintPCS phone.
Customer service is a product component that can seriously degrade or appreciate the value or your product. I hope companies start taking this seriously because I sure do get tired of talking to Majabiharilirrrrrrrr when I have computer problems.
posted by Gary Z at
1:16 PM
1 Comments:
This all happens when the bottom line is more important than the customer.
Companies treat customer services as if they were the janitor, " Oh, really? You guys think I'm just some untouchable peasant? Peon? Huh? Maybe so, but following a broom around after shitheads like you for the past eight years I've learned a couple of things...I look through your letters, I look through your lockers...I listen to your conversations, you don't know that but I do...I am the eyes and ears of this institution my friends. By the way, that clock's twenty minutes fast!" From Carl on the Breakfast Club
They do not realize that customer service is the backbone of their company. Oh well. I guess they have to learn the hard way.
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Anonymous, At
4:39 PM
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