A Contrast in Customer Service

Think about some of the contrast in customer service you’ve experienced. You’ve probably had extremes from great to lousy. In the postings Customer Service-It Really Matters, Managing Customer Relationships, Is This Good for Customers?, and Listen to the Customer I touched on this, but here I want to present a picture of both good and bad experiences to help drive home the point that how you treat your customers really matters.

The Good

Recently I had to have some body work done on a car. The work was done in a timely fashion, it was professional and well done, the repair shop person was easy to deal with, and I came away confident that I would use them again. This is an example of good customer service. The customer needs to walk away from an interaction knowing they were heard, their concerns are treated with respect, and they are clear on how their problems will be resolved. Granted, this was a fairly straight-forward event, but I wouldn’t have to ask many people before I found someone who had a terrible experience with a body shop.

The Bad

At the same time I was dealing with the repair to my car I also was trying to resolve an issue with a medical insurance company. I won’t get into the details, but merely make the point that there have been breakdowns on several fronts. I’ll confess up front that I may not have done everything I could to resolve this, but I don’t know that for sure. I’m just acknowledging the possibility.

That said, I have experienced several issues, among these:

  • The insurance company has given me what I consider a run around. I think their customer service is coming up short in making me feel like they care about a resolution that is satisfactory for me as well as them.
  • The doctor’s office has been of minimal help in communicating necessary information. Let’s just say the staff came across as unconcerned. I would call it a less than stellar performance to say the least.

Now, here is the point. All this has probably left two of the three parties satisfied, those being the insurance company and the doctor’s office. However, the third party, me, is anything but satisfied. Now, the actual dollar amount is not really that much, but that is not the point. A customer needs to believe they are heard, their needs are seriously considered, and the resolution is reasonable, even if not what the customer originally desired. When the customer has a poor encounter it leaves them with a bad taste in their mouth and unlikely to speak favorably of the other parties,

Is your company’s customer service meeting your customers’ expectations? I realize that there will be times where a resolution that works well for all parties may not be possible, but do your best to make sure a customer at least believes your company did everything within reason to resolve their issue(s).

If you want to know more, contact AimCFO – Contact

As always, your comments are welcomed.

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