How many times have you had some concern with some company, and
the representative referred you to the Customer Service department? Or, become upset, for some reason, and feel somewhat ignored by your personal representative or agent, such as a Real Estate Professional, or Financial Adviser? How
often have you found that experience either distasteful, disappointing, a
waste of your time, etc? Has the result of your experiences with
customer service left you feeling that, unfortunately, far too often, it
is an oxymoron for many organizations to call what goes on in these
department, "customer service?" Since common sense, far too often, is
the rarest of business commodities, perhaps it would be a good idea to
recommit to truly providing customer service, which should contain
merely two essential components: 1. The customer should always come
first; and 2. Service and solutions to anything that creates a less than
stellar experience should be the top priority.
1. Every business, and/ or independent representave/ agent, must realize that without customers (and preferably loyal ones), they would not exist. They are the ones that spend their monies, use the products or services, and hopefully refer others to that business (especially if they are happy and satisfied)! Wouldn't it, therefore, make sense, for a business to do whatever they can to keep these individuals satisfied (or at the very least, not dissatisfied).
2. What ever happened to pride of performance, thus prioritizing constant and consistent quality, as a matter of course? I recall a situation, where I had an issue with a shipping company that was to deliver two large boxes to a property where some construction was being performed, and when they were not delivered when promised, I called to question the status of the delivery. Rather than treat me with empathy and appearing to care and try to help, I was given a run around, told to call another number (with the explanation that they were not authorized to call another station within their own department), disconnected, left on hold, and the delivery was not delivered for an additional five days, without any offer of making amends, and with merely empty and meaningless apologies that appeared as insincere, as their service seemed incompetent. Since this company consistently advertises the quality of their service, that exacerbated the situation and put an even worse taste in my mouth. Realistically, would I ever use them again unless I had absolutely no other option? Wouldn't you, if you were them, realize that their inferior service would have me repeating my experiences with my sphere of influence?
How often have you been displeased with the services provided by companies or businesses? Isn't it about time, in this highly competitive world and business environment that we live in, that they focus on this key ingredient and component to being successful? Let's urge businesses to stop making "Customer Service" an oxymoron?
1. Every business, and/ or independent representave/ agent, must realize that without customers (and preferably loyal ones), they would not exist. They are the ones that spend their monies, use the products or services, and hopefully refer others to that business (especially if they are happy and satisfied)! Wouldn't it, therefore, make sense, for a business to do whatever they can to keep these individuals satisfied (or at the very least, not dissatisfied).
2. What ever happened to pride of performance, thus prioritizing constant and consistent quality, as a matter of course? I recall a situation, where I had an issue with a shipping company that was to deliver two large boxes to a property where some construction was being performed, and when they were not delivered when promised, I called to question the status of the delivery. Rather than treat me with empathy and appearing to care and try to help, I was given a run around, told to call another number (with the explanation that they were not authorized to call another station within their own department), disconnected, left on hold, and the delivery was not delivered for an additional five days, without any offer of making amends, and with merely empty and meaningless apologies that appeared as insincere, as their service seemed incompetent. Since this company consistently advertises the quality of their service, that exacerbated the situation and put an even worse taste in my mouth. Realistically, would I ever use them again unless I had absolutely no other option? Wouldn't you, if you were them, realize that their inferior service would have me repeating my experiences with my sphere of influence?
How often have you been displeased with the services provided by companies or businesses? Isn't it about time, in this highly competitive world and business environment that we live in, that they focus on this key ingredient and component to being successful? Let's urge businesses to stop making "Customer Service" an oxymoron?
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