Slashdot Mirror
Setting the Bar for Customer Service?
meburke asks: "Computer repair, copier repair, customer support: It seems to be mostly done the same way for the last 40 years. That is: 'Something breaks, call the repair guy.' But customers expect more, and they can't tell us what they expect, so where do we develop guidelines for customer service and how do we improve? I've searched the net for three days now, and I haven't found a comprehensive list of actions or standards that distinguish the excellent tech from the average tech. Can anyone point me toward some sources?" It seems that as our technology becomes more complex, the service that is offered to customers continues to fall shorter of the mark. What kind of service do you expect from your vendors, and how close is reality to your expectations?
As an aside, shooflot wonders: "If the definition of 'news' includes 'rarity' then good service must be news. My usual experience includes the kind of sulky and dismissive attitude I got from an Apple rep when my new iPod wouldn't charge (I eventually got him to exchange it). However, I was recently surprised by Rogers, my cellphone provider, when I followed up on some charges for ringtones I'd never downloaded. The service rep not only cancelled the charges but discovered I'd been wrongly charged an extra air time fee for the whole last year and credited me for the entire amount plus tax! What great service stories does Slashdot wish to share which (I hope!) may inspire all those other reps in the trenches?"
I disagree. Simply doing one's job is not the same as good customer service. Good customer service can translate into repeatable business. I had a problem with my Air Conditioning. Twice it had failed, and I came home from work to find the house at over 80 degrees. I'm using to working in a server room. 80 degrees is pure torture for me.
The first company I called came out and fixed the AC. When I called them, the office assistant was short (almost rude). I had to take the day off waiting for the technician. When he arrived, the technician grunted and mumbled a lot. He did his work and left.
The second time my AC broke, I called another company. The office assistant was very pleasant to speak with. She offered to call to my cell phone to let me know when the technician was "on his way". So, I was able to work most of the day and saved a vacation day. The technician was also pleasant to talk with. Not only did he fix my AC, but he explained how it failed and how I can catch it in the future. He also went over some preventative maintenance tips with me.
The next time I have any AC problem, I will call the latter company. I passed along this info to my friends. Good customer service. Repeatable business. Referrals.