« Communication is not a Given | Main | What Makes a Blog Worthwhile »

TrackBack

TrackBack URL for this entry:
http://www.typepad.com/services/trackback/6a00d8341c03bb53ef0147e3b490ee970b

Listed below are links to weblogs that reference Why Customer Service Should be Fair:

Comments

This is a tough one. I like to think a company which empowered staff to truly serve customers would see reduced issues of this sort. All the same, how is a staffer to respond to that one customer so emotionally unintelligent as to allow some trifling misunderstanding to escalate to the most heinous of personal insults?

Seems to me there are enough people looking for jobs these days, we could afford to weed out those who clearly don't have an interest in doing their jobs.

At the same time, it seems there are enough people getting bumped from flights (and we're charging enough for checked bags, carry-on bags, in-flight snacks, headphones, pillows, blankets, et al) to afford to deny those vicious, mental midgets boarding.

I'm thinking that there should be a way to tell your best customers -- the people who buy time and time over from you -- from the rest. And possibly, gulp, treat them better.

The thing is, customer care isn't a fixed thing. It isn't constant, it isn't always fair for me, for you, for anyone. The experience changes because the customer care representative changes, and there's no training which can grant this, 100% of the times. A simple cranky day for one of the responsibles can mean a cranky day for any customer they get in touch with.
How can you really prevent that?

The comments to this entry are closed.

Subscribe

Enter your email address:

Delivered by FeedBurner

Advisory Boards


As seen on

Social

Marketing that makes business sense


Conversations


Book Reviews


Comment Policy and Social Guidelines

  • This is my blog and not a public space. Critical discourse is welcomed. However, inappropriate comments will be deleted. See my social guidelines for reference.

Disclaimer

  • The opinions blogged herein represent only those of Valeria Maltoni and do not reflect those of her employer, persons or companies mentioned herein, or anyone else.

© Valeria Maltoni


  • This work is protected by copyright. It may be quoted and excerpted. Beyond a sentence or two, you should ask for permission before publication.

  • Conversation AgentTM

  • © 2006-2014 Valeria Maltoni.