loubilicious
Well-Known Member
As the title suggests really, what makes good and not so good customer service.....are our expectations sometimes too high?
Do we speak as we'd like to be spoken to, or do we get cross with person on the other end of the phone, if we do speak to them in a "not so nice" manner, would we be the same if we were face to face?
If the customer service adviser really is that unhelpful how many of us get in touch with the company to make them aware of it?
Having worked a fair few years in a customer service environment I have been subjected to the good the bad and the ugly, both customers on the other end of my phone and sometimes cringeworthy colleagues! I've also been on the receiving end of some pretty naff customer service, so here's my perspective.
I sometimes see posts on here about unhelpful customer services from various companies, I always think posting it on here isn't going to ensure that person is either reprimanded or trained further.
To be fair they are human beings and everyone has a bad day/or just a bad call for whatever reason, be it illness, bereavement, other worries...who knows the person on the phone before you may have been horrible to them, their mother may be dieing, their child may be ill!
Yes, in an ideal world we shouldn't let it affect our work but we live in the real world! Customer services can be an arse, you are expected to solve everything instantly with a smile and a wave, whilst often taking quite unjustified crap from customers who expect the world on a plate. Could it be that sometimes, just sometimes, a less than helpful response is borne from the customer being downright rude to the adviser??
On the other side of the coin when we get a really lovely, helpful member of staff who really does "smile down the telephone" how do we respond, do we say an extra special thank you at the end of the call, do we contact the company to say how impressed we were? Do we come on here and tell everyone LOL?
Would love to hear others thoughts and experiences....let's keep it constructive and please let's keep individual company names out of this!
Lou x
Sent from my HTC Desire using SalonGeek
Do we speak as we'd like to be spoken to, or do we get cross with person on the other end of the phone, if we do speak to them in a "not so nice" manner, would we be the same if we were face to face?
If the customer service adviser really is that unhelpful how many of us get in touch with the company to make them aware of it?
Having worked a fair few years in a customer service environment I have been subjected to the good the bad and the ugly, both customers on the other end of my phone and sometimes cringeworthy colleagues! I've also been on the receiving end of some pretty naff customer service, so here's my perspective.
I sometimes see posts on here about unhelpful customer services from various companies, I always think posting it on here isn't going to ensure that person is either reprimanded or trained further.
To be fair they are human beings and everyone has a bad day/or just a bad call for whatever reason, be it illness, bereavement, other worries...who knows the person on the phone before you may have been horrible to them, their mother may be dieing, their child may be ill!
Yes, in an ideal world we shouldn't let it affect our work but we live in the real world! Customer services can be an arse, you are expected to solve everything instantly with a smile and a wave, whilst often taking quite unjustified crap from customers who expect the world on a plate. Could it be that sometimes, just sometimes, a less than helpful response is borne from the customer being downright rude to the adviser??
On the other side of the coin when we get a really lovely, helpful member of staff who really does "smile down the telephone" how do we respond, do we say an extra special thank you at the end of the call, do we contact the company to say how impressed we were? Do we come on here and tell everyone LOL?
Would love to hear others thoughts and experiences....let's keep it constructive and please let's keep individual company names out of this!
Lou x
Sent from my HTC Desire using SalonGeek