Patricia Moran shares a particularly harrowing customer service story and suggestions on how to make customers less exasperated. She describes using an automated system to get through to her Internet provider finally to be given a live person after hitting several options. Unfortunately the live person was not able to accommodate her for several reasons causing frustration. After several hours she was able to fix her problem however,she points out you cannot be upset at the live customer service person, the fault the comes in the chain of command above that person who implemented a system that is frustrating for customers businesses should be accommodating and train their staff to accommodate customers in a better way
- Customer service representative serve as marketing agents for your company and should be properly trained.
- The customer experience can be one of the most important attributes of your product or service.
- Customer service solutions and issues should be handled promptly and feedback should be taken.
“Solutions should be easily implemented and leave the customer feeling satisfied.”