I’m in the middle of moving house, which means a thousand address changes with banks, insurance, home services etc. Dealing with the customer service divisions of these companies is driving me a bit nuts, mostly because: They have no idea what customer service means.
All the call centre training they give their staff is pointless if they can’t solve my problems quickly and efficiently. I don’t want to hear a long introduction about how happy they are that i called. I don’t want them to use my name in every line and assure me that they will resolve my issue every time i say a word. I don’t want to be thanked for my call and asked if there is anything else they can help with, if I find out a few hours later that my initial problem hasn’t been solved.
Today I stumbled into some awesome customer service.
I send an email to a company called StudioPress, with a list of questions about their products.I quickly received an answer. The first line was:
“See responses below…”
Then, after each of my questions, they had inserted a simple and concise answer. Sometimes it was just a couple of words.
StudioPress had quickly and efficiently answered all my questions, but what really struck me was that they treated me as a person, rather than a ‘lead’. The way they answered my email is exactly the same way i would answer a list of questions from a friend or colleague. No fancy greeting or company pitch or invitation to follow-up slotted in there. Just my answers.
It was so refreshing I wrote a blog post about it!
Customer service should be about reducing the customer’s pain.
The pain of searching for a product, the pain of worrying if they are making the right decision, the pain of dealing with problems.
Smiles and pleasantries are pointless if they don’t treat pain at the source.
Think about how this could work for your business?