Customer service is a very important part of a business or any organization. In these days with social media, customer service is even more important. If someone is treated poorly and has lots of followers on Twitter and Facebook, a bad review of your product or organization could go viral quickly.

So you would think companies would be mindful of listening to their customers, trying to understand them, instead of frustrating them to the point of outrage.

I found out that all depends on who you are dealing with. If you are talking to a customer service rep, they are on your side, trying to make it easy for you to get the result you are looking for.

However, if you are dealing with someone in, let’s say, the accounting department, they are more likely concerned that numbers match up in their books. They don’t care about your experience or how you feel. They feel good when they experience a ledger that looks neat and all balanced-like.

You might be able to see where this is going. That’s right, I had a customer service issue with our photocopier company at work and I was dealing with someone who really only cared about applying a credit to our account … a credit they should have sent to our old photocopier company to buy it out! I just finished writing a long letter to the company – maybe that should have been my blog today!

So, as I take an extra beta blocker this morning (just kidding) to keep my blood pressure in the earth’s atmosphere, I need to get a few things off my chest.

When dealing with a customer, listen to them. Hear not only their words but the emotion that’s behind the words. If you sense there is a frustration, don’t repeat what you have already done (and which failed) over and over again. It does NOT calm someone down!

When you have promised to take care of something for the customer and have not done so, don’t ask the customer to research and come up with a solution. Find a solution for them.

When a customer comes back to you with a solution, don’t tell the customer again what you have already done (and which failed). It doesn’t give the customer the sense that you are listening to them.

When you realize that the issue is something beyond you, don’t make the customer craft a letter to present their case to the people above your pay grade. YOU go to bat for them.

Finally when you realize that maybe, just maybe, your company dropped the ball (even a tiny bit), acknowledge it and tell the customer you are sorry, or they will feel you don’t care about your customers, and that might start something on Twitter or Facebook.

Here’s the thing: We often get upset with God’s customer service when He doesn’t answer us, or provide what we are looking for from Him, or even when we think “how could God let that happen”. But consider this … He is perfect and we aren’t. We’re the ones who have messed up and are in the wrong, yet He is still gracious, and patient and loving to us. Wow! That is great customer service.

That’s Life!

Paul

Question: What is your most frustrating customer service story? Leave your comment below.