Good Customer Service: Do you have the choice?
By Jessica Zuhlsdorf, 315-261-7311, Jessicaz@fusedsolutions.com
Sometimes I think that we put aside our opinions on customer service and just accept bad service due to the product or service that we are receiving being a necessity. Think about it, how many times have you had less than acceptable service at your Dr.’s office? Most of the time we feel awful which makes everything else seems bad. Do we really stop to think about what they could be doing better? No we usually don’t.
Recently, I had one of those experiences that really make you think of all the rest. I took my two year old to the Dr.’s office. This was not the regular Dr. that she normally sees. Instead due to the severity of the issue, this was one that was close to our home. Wow! That is all I can say. I had a wonderful visit with a Dr. that actually cared about the patient. Normally with a youngster I am left with that look, “Can’t you make her sit still?” This time was quite the opposite and I am actually in the process of switching Dr.’s due to this exceptional experience. So I challenge you. Have you made these same assumptions? Do you simply take “bad service” because you have to?
Another scenario, I live in a very desolate town where there is one store, two restaurants and limited providers of really anything. Recently, a local provider of wireless internet was unresponsive and rude when confronted. Everyone in town was without internet for four months. No assistance was provided, no call backs, and customers were still being charged for services that they were not receiving. This is yet another situation where people put up with “bad service” because they have no other options. No one should put up with bad service and no company should think that this is acceptable.
Businesses are left with many options of making their customers happy even if not in direct contact. There are options. These include outsourcing, co-sourcing or software that allows anyone to troubleshoot or lead a friendly hand. Let’s refocus… on the customer. You can take a look at some of our older posts to get more information.