Why Customer Service Breakup?
Now-a-days, it seems that the union of Customer & Service is breaking-up, where both are parting away their ways.
Let me explain it with one of my personal experiences. Few weeks ago, when I decided to own a new green recycling can, I dialed the Customer Service number of one company called Brown Keg Trash Pickup. I got a nice response from the other end that chirped, “Of course, we’ll have one delivered in 48 hours.” I had given the location details and I hung up the phone with the satisfied feeling.
Next day, no doubt when I arrived home I saw one new green can at the mouth of my driveway, but it was without a lid. I quickly informed the company about the missing lid. The cheerful voice assured that they would replace the entire unit since they didn’t have extra lids.
Well, when the replacement didn’t arrive for long I called up my trash pickup company and again they assured me that a complete unit would be coming soon. Again the same thing happened. Once more I picked up the phone and called the company’s customer service number. This time I listened to a litany of choices of buttons and I definitely chose my cheerful Customer Service button. I was transferred, but I didn’t hear the voice, instead I heard another click, silence and then the dreaded dial tone of getting disconnected. On redialing the number, I got the same sort of response.
Next morning, I dialed the number but this time I asked for the Manager of Customer Service. I was transferred but what greeted my eager ear was, “You’ve reached the voice mail of ……., please leave your name and number and she’ll return your call.”
My green recycling can still sits without lid. This is an amusing story to hear but a sad commentary for our business community. This is how the relationship between customer and service breaks up.
Entrepreneurs and business owners should keep these things in mind:
If you’re going to have so many clients to access your Customer Service, please follow these rules.
- Give that employee a valid training session in advance that will help the callers so that they can not shuffle their problems to each other.
- Have a person, may be a team leader, who can also hear thunder and see lightening, check that all incoming complaints that they are handled appropriately.