Yesterday, I had to visit a optometry office to pick up some contacts that were supposed to be shipped 2 two weeks ago. Now, obviously I had been in contact with this firm for the past two weeks asking them why they haven’t shipped yet and if I had to come pick them up would they refund my shipping fee?
When I got there the administrative assistant apologize saying, “their label printing machine was down.” ( I said, in my mind for two weeks?) I then proceeded to ask about a refund for the shipping cost, she said, “I had to ask the accountant who doesn’t come in until Thursday.”
This is a great example of bad customer service. The ultimate goal of customer service is to change feelings, not the facts. This firm didn’t get it. They’re built around stall, deny, begrudge and finally, to the few who persist on asking for refunds.
When I walked in all I was hoping for was for some validation and support, not to deplete their bank account. Maybe a here’s your refund check sir that you’ve been asking about for two weeks, sorry about that mix up or we’ll mail that right out to you sir and next time we’ll notify you if this issue comes up again. Or a this is not an acceptable way for us do business sir and we’re sorry. That’s all I wanted, validation and support!
With that being said, here are a three ways to make sure that the ultimate goal of your customer service is to change feelings, not the facts:
- Measure your customer service on the basis of after the interaction, would the customer recommend you to a friend.
- Implement the golden rule. Treat others as one would like others to treat oneself.
- Focus on being human and personal connection to change feelings, not cash.
Question: Do you remember a time when customer service made you feel better?