What will it take for companies to realize that on the other end of the phone, or chat feature, or whatever “customer service” tool is a real, living, breathing person?
Case in point- I happened to glance at my Twitter feed recently (I absolutely LOVE Twitter- I’ve had some of the best conversations EVER, but I digress), and noticed this from Amber Naslund (@ambercadabra):
So, being the smart aleck I am, I suggested she throw the TV off the roof, film it and upload to YouTube (should I mention she had been waiting a full week for any sort of a response from LG’s customer service dept.? And when they were setting up a service call, they didn’t ask when it would be convenient for her, but rather assigned a day and time? Major, major fail). This began a spirited discussion about customer (dis)service that culminated in this thought:
REALLY FOLKS? Is this really our expectation?
Have customer service departments morphed into “I don’t give a damn unless it benefits me departments? “Who are you and why should I care departments?” Are we so out of touch with our humanity that we don’t care that the person calling for help is pretty damn stressed out and needs our help? We should be asking how we can help, instead of making excuses why we can’t.
And why are we settling for this behavior?
And don’t give me, “It’s a big corporation- they can’t talk to their customers on this level.” That’s complete bull. I don’t care if you’re a company of one or 1000- it takes no special skills or effort to genuinely listen and offer immediate help.
And here’s the kicker- in this age of “social media”, is it OK to talk the talk, but not walk the walk? If you’re out there, touting that you’re responsive and listening to your customers, are you really?