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Hi all. I recently received an email from one of our users who made an excellent analogy.
This user pointed out that in order to understand and evaluate a company's customer service, consumers must have the opportunity to experience, what else, customer service. If consumers are only given the opportunity to use an automated line or to look up answers to a question on a website, the customer has not truly received the full service.
The analogy: (Saying that a company has good customer service when I've not spoken to a living breathing person) is like saying my DVD player is excellent because the power button works.
I obviously feel strongly that every consumer should be given the option of using automated services or speaking to a representative. It might surprise you, that many times, I don't want to or need to speak to a representative. If the IVR (interactive voice response system) gets me what I need quickly and easily, I'm happy to push a few buttons or say "yes" or "no". But, as is often the case, these systems send me through unending loops of press this, press that. And I, like most of us, just don't have the time to actively participate in this long process.
Make it quick and I'll use the automated system happily. But always, always give ME ... you know, me... the consumer, the choice as to whether the automated option meets my particular need at that particular time. And DON'T misunderstand my needs and think that because you offer me AN option (automated) that you have offered me good customer service.
If my DVD player turns on, but I can't watch any movies, it would only serve to run up my electric bill. Give me power, good picture, great sound and ease of use and I'll tell the world what a great product you have.
Let me speak to a polite, funny, knowlegeable representative when I want to, and I'll tell the world what great service you have. You'll keep me as a customer and gain my fiends, family, co-workers, people I meet on the subway, etc. as your new customers. And better still, I sold your product; you didn't have to do a thing... oh yea, except offer good customer service to begin with.
Just needed a good rant and thought this analogy was appropriate. The next time someone asks you to evaluate their service, remember this analogy and tell them what you really think. Praise the good and knock the bad.
Posted by gethuman on Wed, 2 Aug 2006 5:41pm
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