I've recently been approached to write and deliver a customer service course for a client and have taken the time whilst out shopping to really observe what is happening to keep customers happy and contented (and more importantly returning)!
I encountered two instances of terrible customer service that made me so mad that I've had to wait a while before I write about them. I'll not name the companies, but will leave you to decide who they are:
Bad Customer Service 1
A well known chocolatier!
I went to the till to purchase some small boxes of chocolates. The offer was 5 for £10 - bargain! The assistant took them from me (no eye contact) and scanned them into the till. The wrong price came up so I tried to assist by telling her the price - she practically took my head off with the remark "YES! I know that!". I was incensed and replied "pardon me for assisting". Which she completely ignored. Absolutely no acknowledgement that she might have upset me. The customer is king? - not at this shop!
Bad Customer Service 2
A well known Building Society.
Went in to talk about my mortgage. Assistant only interested in signing me up for new credit cards and wanted me to see their financial advisor to let them know where I had my savings. I told them I didn't need that as I have my own financial advisor.
I complained that it was impossible to get through to the branch on the phone as the (local) number ended up going to a call centre at god knows where. In the end I had to write to them and ask them to ring me to make an appointment! He gave me his card and told me it wouldn't be a problem in the future as I now had the direct line and email address.
Two days later I had a problem with my account and they argued with me over the phone over a balance (that I can clearly see on my screen, but they tell me is different on theirs). I put the phone down thinking I was the one in the wrong. Low and behold 2 days later I get a letter saying that I had overpaid and they were going to refund me! No apology.
I then ring the branch to speak to the helpful young man who gave me the business card. He was with a customer - a week later and several phone calls and 2 unanswered emails later I'm still waiting for contact. I want to buy something for goodness sake!! Do you not want me as a customer??
Good Customer Service
I bought a mains charger for my Sat Nav from a well known auction site. I was a bit worried as it didn't seem to be charging and I thought I detected a buzzing sound and a smell whilst it was charging. I contacted the company and they immediately asked me to return it for testing. They then reassured me by offering to send a new one. Absolutely fantastic customer service - emailed me daily and kept me updated every step of the way.
So, I've spent thousands and got absolutely terrible customer service and spent £3.95 and got fantastic customer service. Can't help feeling that somewhere along the way some companies are getting things wrong.
What did I want? A friendly contact who is pleased to do business with me, values my custom and recognises when I give a buying signal that I want to purchase again. Not hard is it??
My building society have now lost potential new business that would have been repeated every year - can your business afford to loose customers through bad experiences?
Listen to what's happening in your business - you may be surprised!!
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