I am not a customer service Rep.
I previously talked about service and how you define service in the mind of your client. I recently experienced an interesting situation. I contracted someone to do some work for me. There was a difference of opinion as to how long this work was to be performed. I believed through our conversations that we had agreed on an eight week time frame. After the eight weeks the company I worked with billed my credit card a third time. I contacted them and indicated that I did not authorize this purchase. There was some information traded back relating to the contract and the time frames we agreed upon.
After a few communications I was surprised at the attitude this individual was presenting to me. He indicated that I was the one at fault and went into a rant about how he baby sat my situation with his company. I wrote back to him that he needs to do a better job with his customer service as the attitude he was portraying was not looking good on his company. His response to me was “Thank you Phil but I don't 'need' to do anything. I am not a customer service rep and I am not pretending to be one.”
I have the opinion that everyone in your company works in customer service and should have some training on how to deal with your clients in a positive manner. They say that when a customer has a negative experience with a business they will tell at least ten other people about the experience. The difficult is that when that same customer has a positive experience they are not going to tell those same ten people. Nobody is perfect and we all make mistakes. I make them everyday. You can however reduce the negative interactions with your company. You can also make a negative situation seem like a positive experience for the customer. Customer service is any interaction your company has with your customers. As I said before we can not be perfect though we can try to eliminate the unnecessary situations when possible.
After a few communications I was surprised at the attitude this individual was presenting to me. He indicated that I was the one at fault and went into a rant about how he baby sat my situation with his company. I wrote back to him that he needs to do a better job with his customer service as the attitude he was portraying was not looking good on his company. His response to me was “Thank you Phil but I don't 'need' to do anything. I am not a customer service rep and I am not pretending to be one.”
I have the opinion that everyone in your company works in customer service and should have some training on how to deal with your clients in a positive manner. They say that when a customer has a negative experience with a business they will tell at least ten other people about the experience. The difficult is that when that same customer has a positive experience they are not going to tell those same ten people. Nobody is perfect and we all make mistakes. I make them everyday. You can however reduce the negative interactions with your company. You can also make a negative situation seem like a positive experience for the customer. Customer service is any interaction your company has with your customers. As I said before we can not be perfect though we can try to eliminate the unnecessary situations when possible.
posted by Philip at 11:07 AM
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