Because it’s idiotic! Really, don’t make it worse than it already is.
Customer service as we use to know it is getting to the point where we have to accept what we get, instead of a human-to-human exchange of what does us the best, and actually helps us. What’s idiotic? Making appointments for quality customer service, especially when no one else is standing in line. I waited an hour at…I don’t really want to name names here, but the first part of their name says it’s the Best (which it isn’t–my opinion) and Buy (to assure the public that their prices are the “best buy”–not always–again, my opinion). To be fair, my so-called appointment was with the much-touted Geek Squad, the super geniuses of computers. Of course, their failures reflect on the bigger company.
I didn’t have a software or a hardware problem. I needed a smarter computer guy than me to push the right settings so my laptop could do what it is supposed to; we did buy the computer there. For a smart computer person, five minutes max. Still, no one was in line by the time I made my reservation for tomorrow because I didn’t want to waste another hour waiting for one today. I get home and I have an e-mail confirming it with all the charming language, which didn’t work because I was already pissed and getting pisser by the minute.
This kind of exceptional customer service was quite the opposite of assuaging my negative feelings, making me feel more loyal and positive toward the company, so loyal in fact I may recommend it to others. That’s exemplary customer service plays. Those days are numbered. By the way, did I tell you I was a customer service manager for five U.S. States and the District of Columbia for eight years? Just sayin’.
At least two of these customer service strategy methods today drive me nuts. Like everyone, I have to tolerate some of the methods or I get nothing done.
The ones noted below assure me that we are becoming a society of deadheads who will accept what we are told about customer service interactions procedurally. Most customer service team is handed on via the comment section on a website, e-mail, a website’s frequently asked questions (FAQs), a talk with a representative that’s most likely a cyber (that’s kind of a dis-embodied robot–the human voice–no body), e-mail or if you are very lucky you will be given a number to call. The voice you hear to move you through several more prompts, which may or may not get you the answer or action you need, will undoubtedly be soothing and feminine. I’m not being sexist. It just is. Point of fact.
I wrote the book on what happens when humanity becomes a bunch of “deadheads” and lets the cyber takeover, but let’s save that for later.
So, what do we trainers do? I don’t know. You tell me. I don’t want to turn into a deadhead. Is that anything like a zombie? It is getting close to Halloween.
Actually, I do have some thoughts as you knew I would. The above was part rant and part exaggeration, but I wanted to get everyone’s attention. People should walk away from customer service pleased not pissed, yet, we see it every day and the customer service teams. Is it an economic shortcut? Someone isn’t getting the message that word of mouth does a lot for a store, one way or the other. Someone in line told me that she had heard Best Buy was closing–all of them. Rumor or fact, I don’t know, but let a few people emphasize that it is a good idea and it will ensure its demise. I honestly doubt it because of its share of the market, but “appointments for customer service?”
Restaurants do it so much better. Send a steak back, the manager will come to your table to make sure it’s cooked right; he or she might even throw in something extra like an appetizer or a dessert. The restaurant wants to make sure that existing customers are more than satisfied, and will remember the positive experience and positive customer feedback with the customer service tips. But a smile, genuine concern, and willingness to help work as well as customer satisfaction with excellent customer service.
I think we should do our part as trainers or customer service representatives or customer service professionals do not ignore customer service when we go in see a client propose training. We need to ask questions and make it part of the final analysis we present to our client. We have been doing without true exemplary customer service for so long we may have forgotten what it looks like or even its true value to our clients to show them our customer relationship management. If they had an up-and-running customer service unit, we checked it off. This time test it to see it if passes the customer service skills test (the upset, disappointed, frustrated, and angry people test). If it doesn’t, mention its value to the client. Now, that would be a selling feature for the company. Hit while it’s hot!
In Conclusion
The phrase “Don’t Train This…” when it comes to great customer service should be interpreted with caution. While some argue that customer service is an innate skill that cannot be taught, it is important to recognize that training can still play a significant role in improving good customer service. While it may be true that some individuals possess natural talents in communication and problem-solving, training can provide essential tools and techniques to enhance these skills and provide consistent, high-quality service.
A disclaimer. This commentary is mine and mine alone, and the opinion expressed here is not influenced by The Free Management Library in any way.
As the Host of the Blog site, I ask that you take a look at my new blog that focuses on other topics than training. My training/speech blog is still out there, but I’m letting it die in cyber space. My best selling e-book, The Cave Man Guide to Training and Development is out. I need to tell you that I know Cave Man is not spelled that way and that is on purpose. The Cave is where we work, play and live. Read the book and you’ll get it. I hope to have two more following it soon. I also have a futuristic e-novel, Harry’s Reality, a look at what happens when society gives up control of the mismanaged dying planet to an evolving artificial intelligence. It is also available at any book store that sells e-books for direct downloads to your e-reader, and in any format directly through Smashwords. By the way on my blog site you’ll find snippets of the novel and a coupon for a free download of my novel through Smashwords.
Happy training.
For more resources about training, see the Training library. For more resources on Customer Services check the links here as well as our blog on Customer Service.
In all fairness, when I went for my appointment, I was seen right away and the problem fixed immediately. The store has an odd arrangement of chairs for appointments and a line for customer service, although it is still not a good way to do business, having customers set an appointment to resolve an issue–computers, for complexity-sake being the likely exception. That said, customer service procedures should be clearly spelled out and publicized as part of the company’s program. What is the difference between not knowing the right button to push that makes a computer not do what it is promised to do, and therefore, ripe for return–is a little different from any other item you might want to return. Only computers? I suspect it is because the Geek Squad, through Best Buy, offer extended repair warranties and don’t want advertise they can assist with little problems before they become big problems.