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When do you stop customer service?

We all had friends in our group who were known as “Mary & John”, and when “John” split “Mary” was alone.

Mary was the “weird” number at dinner and we were all worried about her.

Well, today it seems that the union of Customer & Service has had a break.

The service has been divided and the customer is on his own.

Today, let me tell you a story that many of you will find humorous but it is all too common.

I can tell you this without fear that our local publisher will be sued because it concerns me,

but the business owners take note that it does not fit the profile of the company “X”.

Four weeks ago I decided I needed another green recycling can from my waste collection

company.

We will call them Brown Keg Trash Pickup, an anonymous company in the interest of

avoiding litigation.

I called the customer service number and, as an environmental citizen, I requested my extra

basket.

The cheerful voice on the other end of the line chirped, “Sure, we’ll have one delivered in 48 hours.” After giving her all the information on the relevant position, I hung up on the phone with the satisfaction of a good citizen.

I arrived home around 5:00 pm the next day and I was happy to see another green can at

the mouth of my driveway.

When I looked again, I noticed that I had another green can – but it was without a lid.

I quickly composed my merry voice on the Brown Keg Company phone thanking her kindly

for the quick service and then I told her about the missing cover.

Just as happily as the first time, he told me to leave it at the end of my driveway after my

usual trash pick-up and they would replace the whole unit since they did not have extra lids.

I accepted and, after hanging up the phone, I reflected on their difficult situation of having

cans without a lid but without extra lids.

I conjured up all sorts of scenarios that explained where all the lidless lids were finished and sympathized with their situation.

Well, 3 days have passed and my poor green bin, without lid, has sat down at my driveway

and a substitute has never arrived.

Feeling empathy for this green plastic waif, I returned it to the side of the brother who had a lid.

I called my merry Customer Service voice again and reiterated the plight of my poor

lidless can and after a giggle assured me that a complete unit would arrive.

I found it necessary to use my friend without a lid and set it aside for the next full day

of withdrawal to the brim.

Fortunately, there was no wind and all the contents remained inside.

It was 2 weeks ago, and life is what are other more important tasks that have occupied

me until this morning, when I faced another day of retreat, I thought of my friend without eyelids.

Once again I picked up the phone and called my garbage collection company, and this

time I listened to a litany of choices of buttons that I could hit and I again chose

my cheerful Customer Service button.

I was transferred, I listened to a short melody when there was a “click” and I expected

my cheerful voice to chirp “hi”.

The next thing I heard was another click, silence and then the dreaded dial tone which

means you’ve been disconnected.

Not being one of the “pusillanimi”, I simply reassembled my number.

Again there was the litany of the choices of the buttons, my choice and the music, and just

when I started to feel that everything was fine with the world I heard – “click”, “dial tone” and nothing.

It was not the morning that the phone played with me, so I made a more decisive effort

and RECOMMENDED! “NASA, we take off!” I once again heard the litany of the choices

of the buttons, but this time I overcame that monotonous voice and I beat a “0”.

I asked the customer service manager, I was given his name and I was transferred.

What greeted my impatient ear was: “You have reached the answering machine of …….

Please leave your name and number and she will answer the call”.

So here we sit – my green can without lid and I face another harvest day.

This green plastic woman eager to serve must bravely face another dutiful day, half dressed.

You have to admit that it’s a funny story, and that too many of us have lived, but what a sad comment about our business community. Do not be surprised if our language has changed so drastically that what we mean by “Customer Service” is not what today’s business owners mean. 

It makes me wonder when the marriage between Customer and Service broke, leaving us all solitary.

Entrepreneurs and business owners take note! If you plan to have a number for your

customers to access customer service, please follow these rules.
Have the phone manned by an employee who can hear the thunder and see

the lightning.
Give that employee the training to help the caller and not mix the problem on another desk.
Having an attendant, who can also hear the thunder and see the lightning, check that all incoming complaints have been handled appropriately.

After learning how to find your customers and what they want; after committing them to doing business with YOU; and after courting them to keep them as customers – WHY DO YOU WANT TO “SERVE” DIVORCE “CUSTOMER?”
If your customers do not receive the service they require from you, your competitor will be happy to help!

ما هى VAPULUS ؟

VAPULUS هي وسيلة دفع وتسويق عن طريق الهاتف وأقوى مزوّد حلول مدفوعات في الشرق الأوسط و جنوب افريقيا،

تقوم بتزويد الخدمة لكلا من رواد الأعمال والأفراد واضعين نصب أعيننا توفير

تجربة دفع رائعة للتاجر المصحوبة بمميزات التسويق الرقمي والتحليلات، حيث تتنوع وسائل الدفع الرقمي،

فإن نظام التشغيل يقبل بطاقات الصراف الآلي وبطاقات الإئتمان و المحافظ الرقمية علي حدٍ سواء،

مما يتيح الفرصة لتوفير خدماتنا لفئة الغير متعاملين مع البنوك بحرية.

تطبيق VAPULUS عبر الهاتف يمنح مستخدميه إمكانية الشراء عبر الانترنت والشراء من داخل المحال التجارية

ودفع فواتيرهم بالطريقة المفضلة لديهم من خلال الهاتف أو الجهاز اللوحي أو الحاسب الشخصي.

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