I was on Richard Lees’ website and read an excellent post. He talks about Customer Service. This is a topic that is very near, and dear to me as I’m a Director of Customer Service and Operations. I replied to his post. After re-reading what I wrote, I thought I’d post it here…
Customer service is paramount to any business. During the day, I work as a Director of Customer Service and Operations and deal with escalations (among other things) all day long. Nothing is more satisfying then speaking with one of our customers, and being able to resolve an issue that they have had with their purchase.
My challenge has always been to ensure my team feels the same way about servicing our merchants and customers as I do — which isn’t always the easiest thing to do.
Customer service isn’t brain surgery – treat your customers like you would like to be treated. It’s so easy, it’s just so unfortunate that not everyone knows or understands this and are not worried about upsetting a customer and loosing them.
This is even more prevalent on the internet, where individuals can hide behind their website. Since you don’t have a face-to-face relationship they feel that they can get away with anything.
Perhaps with Web 1.0 you could – but in a Web 2.0 world, where people are social networking like there is no tomorrow — you certainly can not do this. Forget about telling 10 people – one post on a social network could attract hundreds or thousands of people knowing about the poor service you (not you directly, of course but in general anyone that is selling a product or service) offer. As the web matures even further, there will be a greater emphasis placed not only on quality content but providing purchasers of products GOOD customer service.
Do YOU provide GOOD customer service? Do you respond to them in a timely manner? Do you have the systems and processes in place to deal with a customer service issue?
If you don’t – then what are you waiting for? Maybe you are waiting for that one customer that posts to his SN regularly and has accumulated hundreds of friends to post a negative comment about you, your product and site?
I hope not.