The Lost Art of Customer Service - or - How to Get a New Cell Phone in Only 3 Calls!
There I was. At wits
end and staring at the bright white blank screen on my cell phone.
Unable to access text messages or my contacts, I dial the memorized
customer service number. The "Customer Service" representative that I
connect with immediately pushed me to their support team. Unable to
troubleshoot my white blank screen issue, I am transferred back to
Customer Service. I am told that I have insurance on my phone, so it
will only be a $50 deductible to get a replacement. This is on a phone
that I spent $70 on and even more on insurance. I said "No thanks"
to that and canceled the useless insurance. This is not a trip to the
doctor, just give me a phone that works. I ask about getting a new
phone that has been released at a great price point to new
customers. I am told that I will get to pay twice as much for the
same phone because I am an existing customer. I quickly put 2 and 2
together and asked a simple question. "What incentive is there for me
to remain a customer of yours at this point, when I can go to a
different carrier and get a brand new and better phone for less
money?". The Customer Service person could not answer the question for
me. I asked to speak with her manager as I thought - "Wow, not one
reason?". After speaking with the manager for 10 minutes I finally
downgraded my plan from all of the expensive features I liked down to a
simple "minutes-only" plan. I got off the phone wondering why they could not
make a customer happy or at least less irritated.
About an hour later I thought, maybe there is someone there that I can talk to, someone that can make this right and prevent me from having to go through the hassle of changing carriers. Two more calls and no luck.
Later that night, I decided to give it one more try. This time, I wanted to do was scream at a manager. I felt screwed and uncared for as a customer. I call the number one last time. The woman that answered the phone was Judy. I quickly let her know that she should transfer me to her manager because she shouldn't have to deal with someone as irritated and unreasonable as I have become. She let me know that she would be happy to do so, but was hoping there was a chance that she would be able to help me. Reluctantly, I said - "Really? OK! Here goes- Rabble#&$^*Rabble#*#&^$#*&$Rabble!!!!"
She listened, she understood, she let me vent and then - the unthinkable happened - she helped me.
Judy turned me around in 2 minutes. I let her know that all I wanted was a new phone and I would be happy again. She told me that if I started a new contract with them that I could get an even better phone than the one I originally wanted and for less money. I could barely believe what was happening. I was originally told that I couldn't do that and that I would have to pay full price. She was knowledgeable, helpful and genuine. I could tell that she absolutely cared about me as a customer and truly wanted me to be happy.
Five minutes of talking to the right person resulted in me signing up with a new two year contract, buying a new phone (with insurance!) and paying for a higher calling/data plan then I had before. I asked her if I could please talk to her manager so I could tell him or her how amazing she is. She refused me and said - "Look, I am just doing my job and making you happy is all the kudos that I need."
Judy rules.
Why are there not more Judys in the world, or even at my cell phone carrier? Why did I have to go through three calls with five other people before I took it upon myself to find Judy? Think of all the unhappy customers that cell phone carrier has because there are so few Judys out there. All it really took was her listening to me and knowing what my options were. Things not even the manager on duty could do.
I think that this has over the last twenty years or so become the norm. Which makes me so sad. Now a trip to a clothing store is going to result in one or two usual results - you will either be ignored to no end because the people working are bored to tears or are too busy having fun - and/or - you are punished with endless marketing ploys of signing up for this card and singing up for that program just so you can get your clothes and get out of there.
Have the days of putting the customer first really come to an end? Not everywhere.
I went to a shoe store in Santa Monica with a friend a couple of weeks ago. The customer service was amazing. Knowledgeable and friendly - you could tell this person not only worked at the store and loved her job- but she also loved the SHOES! She was passionate and it did not take long for us to share the same passion. We left as very happy customers and I would recommend this place to anyone.
Is it the people, the product, the customer, the economy or the company that controls the level of customer service? I am not sure. Maybe it just comes down to the golden rule? Maybe companies are putting their bottom line before the customer, while forgetting that the customer drives the bottom line. The people are revolting with their wallets. Even with gas prices way down, online retailers did much better this Christmas than the stores you could walk into.
I always try to make sure that when I interact with a Central Desktop customer that I do so in the exact same way that I want to be treated. I also believe that I share the same passion of the product that they do (or will!). (Ask my roommates - they get sick of hearing me talk about Central Desktop and how they can do this or that with it!) The passion I have for the product has led to the knowledge I have in the product (which results in more passion!).
I like to think that this is one of the many things that sets collaboration software Central Desktop apart from our competitors. You can call us and reach a real human voice on the other end of the line. And when you reach that person, you'll find it is someone that knows the tool, understands it's capabilities, knows how it can help you and (my favorite part) - actually uses it.
Together, I think consumers can take back their rights to be treated as the paycheck signers we are. Please let me know by way of comments any great stories or anecdotes that you have. I would love to hear them.
end and staring at the bright white blank screen on my cell phone.
Unable to access text messages or my contacts, I dial the memorized
customer service number. The "Customer Service" representative that I
connect with immediately pushed me to their support team. Unable to
troubleshoot my white blank screen issue, I am transferred back to
Customer Service. I am told that I have insurance on my phone, so it
will only be a $50 deductible to get a replacement. This is on a phone
that I spent $70 on and even more on insurance. I said "No thanks"
to that and canceled the useless insurance. This is not a trip to the
doctor, just give me a phone that works. I ask about getting a new
phone that has been released at a great price point to new
customers. I am told that I will get to pay twice as much for the
same phone because I am an existing customer. I quickly put 2 and 2
together and asked a simple question. "What incentive is there for me
to remain a customer of yours at this point, when I can go to a
different carrier and get a brand new and better phone for less
money?". The Customer Service person could not answer the question for
me. I asked to speak with her manager as I thought - "Wow, not one
reason?". After speaking with the manager for 10 minutes I finally
downgraded my plan from all of the expensive features I liked down to a
simple "minutes-only" plan. I got off the phone wondering why they could not
make a customer happy or at least less irritated.About an hour later I thought, maybe there is someone there that I can talk to, someone that can make this right and prevent me from having to go through the hassle of changing carriers. Two more calls and no luck.
Later that night, I decided to give it one more try. This time, I wanted to do was scream at a manager. I felt screwed and uncared for as a customer. I call the number one last time. The woman that answered the phone was Judy. I quickly let her know that she should transfer me to her manager because she shouldn't have to deal with someone as irritated and unreasonable as I have become. She let me know that she would be happy to do so, but was hoping there was a chance that she would be able to help me. Reluctantly, I said - "Really? OK! Here goes- Rabble#&$^*Rabble#*#&^$#*&$Rabble!!!!"
She listened, she understood, she let me vent and then - the unthinkable happened - she helped me.
Judy turned me around in 2 minutes. I let her know that all I wanted was a new phone and I would be happy again. She told me that if I started a new contract with them that I could get an even better phone than the one I originally wanted and for less money. I could barely believe what was happening. I was originally told that I couldn't do that and that I would have to pay full price. She was knowledgeable, helpful and genuine. I could tell that she absolutely cared about me as a customer and truly wanted me to be happy.
Five minutes of talking to the right person resulted in me signing up with a new two year contract, buying a new phone (with insurance!) and paying for a higher calling/data plan then I had before. I asked her if I could please talk to her manager so I could tell him or her how amazing she is. She refused me and said - "Look, I am just doing my job and making you happy is all the kudos that I need."
Judy rules.
Why are there not more Judys in the world, or even at my cell phone carrier? Why did I have to go through three calls with five other people before I took it upon myself to find Judy? Think of all the unhappy customers that cell phone carrier has because there are so few Judys out there. All it really took was her listening to me and knowing what my options were. Things not even the manager on duty could do.
I think that this has over the last twenty years or so become the norm. Which makes me so sad. Now a trip to a clothing store is going to result in one or two usual results - you will either be ignored to no end because the people working are bored to tears or are too busy having fun - and/or - you are punished with endless marketing ploys of signing up for this card and singing up for that program just so you can get your clothes and get out of there.
Have the days of putting the customer first really come to an end? Not everywhere.
I went to a shoe store in Santa Monica with a friend a couple of weeks ago. The customer service was amazing. Knowledgeable and friendly - you could tell this person not only worked at the store and loved her job- but she also loved the SHOES! She was passionate and it did not take long for us to share the same passion. We left as very happy customers and I would recommend this place to anyone.
Is it the people, the product, the customer, the economy or the company that controls the level of customer service? I am not sure. Maybe it just comes down to the golden rule? Maybe companies are putting their bottom line before the customer, while forgetting that the customer drives the bottom line. The people are revolting with their wallets. Even with gas prices way down, online retailers did much better this Christmas than the stores you could walk into.
I always try to make sure that when I interact with a Central Desktop customer that I do so in the exact same way that I want to be treated. I also believe that I share the same passion of the product that they do (or will!). (Ask my roommates - they get sick of hearing me talk about Central Desktop and how they can do this or that with it!) The passion I have for the product has led to the knowledge I have in the product (which results in more passion!).
I like to think that this is one of the many things that sets collaboration software Central Desktop apart from our competitors. You can call us and reach a real human voice on the other end of the line. And when you reach that person, you'll find it is someone that knows the tool, understands it's capabilities, knows how it can help you and (my favorite part) - actually uses it.
Together, I think consumers can take back their rights to be treated as the paycheck signers we are. Please let me know by way of comments any great stories or anecdotes that you have. I would love to hear them.
0 TrackBacks
Listed below are links to blogs that reference this entry: The Lost Art of Customer Service - or - How to Get a New Cell Phone in Only 3 Calls!.
TrackBack URL for this entry: http://cdblog.centraldesktop.com/cgi-bin/mt/mt-tb.cgi/180
Post a comment