Customer Service 2014

Ok ok ok. I know I am having high standards for some measures, am picky with builders and customer service. That is because I believe in doing a good job and servicing clients exceptionally well. That is important for me. If a job is worth doing, it is worth doing it well.

Now what are the things that piss me off most? Probably wasting my time, letting me wait without an update. That happened at a branch of Metro Bank recently. Once escalated, the branch manager called me, totally got it, said how annoyed he gets at these situations, and that he will do better. On the back of it, I got a present to make up for their mistake. No hard feelings left.

Customer-service-meme

My builders, even if my wife said things are fine, I got quite picky with sometimes. Their patience and resilience in fixing things, moving things and helping was amazing. Not your average builders, and they didn’t do anything wrong, it was just me trying to perfect things 🙂 I love them, they doing an amazing job. Others we had doing some work were not so good, others were pickier than me 😉

Then there was TM Lewin. They needed some pushing, a VERY long email from me, and then they responded. They asked me for the receipt to identify and blame the staff that served me, yet the issues I addressed were not only the way I was treated, but really about the way they handle their staff, shop and business as well as clients in general. Maybe they didn’t appreciate my feedback, despite they said they did. Yet I decided to walk away from a further dispute, some companies just don’t care or don’t want to care. My next lot of shirts will be bought elsewhere.

If you think this is all in the last four weeks, think again. Apple of all companies sold me a faulty computer. Can you imagine? But the way they dealt with it was amazing. Based on the in-shop Genius team’s feedback, the online shop, where I bought my refurbished MacBook Air, replaced this one outside their normal time frame. And when waiting at the shop they kept me informed every step of the way, were friendly and helpful. Now that is what I call superb customer experience.

complaining

As I sit on the train writing this, I remember endless conversations with Southerntrain, or being stuck without communication. It is the same as being on a plane, when you circle for hours and the captain doesn’t tell you why, you get worried and annoyed. Happened before!

And before I post this post, just waiting for the official email from Apple when they dispatch my new machine, I opened a birthday present from my wife. A new Christopher Ward watch. It ain’t working though. Wow. Of course they will return it, send out a new one and all, they apologised and all, but WTF is going on?

Bad karma? Things happening in 3 (that is product not customer service) or just bad luck?

So key about any good customer service is:

– Clear communication: good listening, good understanding and keeping you informed every step of the way.
– Resolution: acceptable solution that makes client happy. This doesn’t always have to be money.
– Follow up: Are you still happy? Did we keep you informed every step of the way?
– Be friendly.

And if you tick all those boxes, you are on a winning street.

Good luck. I seem to need it!

Volker