Thursday, December 29, 2011

Customer Dis-Service Summary 2011

Good customer service is your best marketing. Bad customer service is your strongest marketing challenge.

Is customer service getting worse? Or are customers becoming more demanding? I think that it is both. I know that I expect more and I'm experiencing worse customer service.

Review this summary of customer dis-service reports, posts and articles.

Customer Service Sucker Punch: How Can I Help You?

Have you noticed that this phrase does not often mean what the average person might think it means.

It's a deception, a feint, a sucker punch phrase wielded by customer service managers.

A sucker punch is an old boxing term. The fighter in the red trunks lowers his right hand thus leaving an opening. His opponent, the fighter in the blue trunks notices the opening and excitedly moves to take advantage of the opportunity. But Blue fails to notice Red's cocked left hand. Blue ignores caution and springs forward for an expected easy win. But Red catches Blue with his ready left. Red destroys Blue who walked into the sucker punch.
Read the rest of Customer Service Sucker Punch: How Can I Help You?

Apparently You, The Customer, Are The Problem

"I don't know what is going on. I was supposed to leave an hour and a half ago."
That was the first thing that our waitress said when she arrived at our table. We had arrived more than five minutes ago and quickly decided on our usuals. This was one of our regular restaurant chains. We had not been to this location before. We were on the way home after a long drive. We were looking forward to enjoy our usual, quick service and then back onto the highway for the final leg home.
Instead we were seated by a friendly hostess and quickly forgotten - or so it seemed. A stern waitress walked by us at least three times without making eye contact. A stoic waiter (who also had mastered the power of avoiding eye contact) served the group across from us who arrived after us. We were wondering if we should leave. Perhaps we were at the wrong table.
Customer service managers seem to be using this same technique on their customers. Instead of helping customers they sucker punch them.
Read the rest of Apparently You, The Customer, Are The Problem

Customer Dis-service: Have a Nice Day

That's what the cashier said to me at the end of my purchase. "Have a Nice Day."

I said nothing back. Why? Because I felt that her statement was insincere. From what I saw, her well-meaning statement was delivered because the company instructed her to deliver it at the end of every transaction. She really didn't mean it and she didn't understand why she was saying it.

The strange thing is that the cashier probably thought that I was rude for not responding.
Read the rest of Customer Disservice: Have a Nice Day


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