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5 Fatal Flaws of a Customer Service DepartmentJuly 28, 2011Last week, I had the unfortunate experience of being involved in a car wreck on Western Avenue in Chicago just blocks from my home. As per standard MO after the wreck, I exchanged information with the other driver and called 311 (non-emergency response line for Chicago, IL). The person on the other end said that in the city of Chicago, police do not respond to accidents where the vehicles are in drivable condition and no one is hurt… Neither really applied to either of us except my side view mirror was hanging by a thread. I would have probably been pulled over for that any other day… So you actually have to drive to the precinct. He said he was going to “transfer” me to the nearest precinct, which I took to mean he would transfer my call there. Instead, all I got was “good luck”… *click*… The next day, I was supposed to receive a call from the precinct for some follow-up police report information so that I could call my insurance company to get my claim started. Since the other party involved did not have proper insurance, he was to return with the correct insurance and the person at the desk assured me she would call me once that had happened. I waited and waited and finally called the precinct. When I spoke to the person who was familiar with the situation, she said “Oh…. The other party was supposed to call you with that information… Sorry.” This cheesed me off pretty bad. What if I had been waiting and waiting for them to call me back? I had to wait an extra day for my rental car and to get my claim started, not to mention inconveniencing my spouse who had to drive me to work the next 2 days. All in all it soured me on the whole deal. I thought, “Is this where my taxes are going?” When answering calls or completing various tasks for our customers, I try to make my team see it from the customer’s standpoint. Have you ever had a customer service experience that just really got under your skin? I’m pretty sure we all have. I always try to instill the mantra in my team of “Treat others how you would like to be treated” by being courteous, flexible and knowledgeable. The top 5 customer service mistakes I have experienced with other companies are the following:
There you have it….. 5 of what I see are fatal flaws a customer service department can have. What are some roadblocks that YOU have experienced? - Written by Giles McVay, Account Management Representative Manager, Genesis Technologies Posted in Uncategorized Tagged blog, blogging, call center, copiers, Customer, flaws, Hewlett-Packard, Kyocera, managed print services, MPS, printers, service, technicians, Xerox 32 Comments32 Responses to “5 Fatal Flaws of a Customer Service Department”Leave a Reply |
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