what is good customer service?

[aidanjm]

in your opinion

 

[tfcmasta97]

polite efficient help that gets me what i ask for quickly

 

[cherrytwist]

Do your own homework.

 

[fireandicefuel]

newegg.com

 

[LS20]

picking up the phone on 1st ring.

 

[RossMAN]

Knowledgeable, honest, friendly, fast and keeps their promises.

 

[MagnusTheBrewer]

Good customer service is the art of putting yourself in the customers shoes.

 

[chrisms]

Unfortunately for you I lost the line I used on my last resume. It was golden.

 

[RossMAN]

Originally posted by: MagnusTheBrewer
Good customer service is the art of putting yourself in the customers shoes.

I've done that a few times and it gives you a whole other perspective :thumbsup:

 

[ppdes]

some tug after the rub...

 

[aidanjm]

more responses pls

 

[nageov3t]

Originally posted by: tfcmasta97
polite efficient help that gets me what i ask for quickly

/agree

I worked in customer service for awhile, and it's definitely one of the most thankless jobs I've ever worked at, so it's easy to let the ***hole customers beat you down.

 

[Reckoner]

Completing your transaction efficiently. Until you see a charge on your receipt for customer service, that's all you can expect.

 

[MagnusTheBrewer]

Originally posted by: PaulNEPats
Completing your transaction efficiently. Until you see a charge on your receipt for customer service, that's all you can expect.

I'll bet you're an absolute delight as a customer.

 

[cheapherk]

Acting like you "want" to actually help.

 

[nageov3t]

on the other side of the coin, the way the customer acts affects the quality of the service he gets.

it's important to know who you're dealing with... generally speaking, the customer service rep you're talking to is a guy in a room working a phone bank. he's got no authority to change company policy, so no matter how much you whine to him about a certain policy sucking or expecting the guy on the phone to personally fix the problem you're having with another employee in a different department on the other side of the country, it's just not gonna happen. I was one of the most senior people in my customer service department... I had authority over exactly two things: the customer service schedule and desk assignments, neither of which affects our clients in any way

what I *could* do, though, is lobby on behalf of a customer. the big policy at my old job was no refunds except in exceptional circumstances... but if I really like the client, I could go talk to a manager, plead his case, and nearly always get the person a refund. or I could just lie and make up an excuse for the client that would fall under exceptional circumstances. but if you're a real SOB to a CS rep? don't expect to advance far beyond the scripted lines.

 

[MagnusTheBrewer]

Originally posted by: loki8481
on the other side of the coin, the way the customer acts affects the quality of the service he gets.

it's important to know who you're dealing with... generally speaking, the customer service rep you're talking to is a guy in a room working a phone bank. he's got no authority to change company policy, so no matter how much you whine to him about a certain policy sucking or expecting the guy on the phone to personally fix the problem you're having with another employee in a different department on the other side of the country, it's just not gonna happen. I was one of the most senior people in my customer service department... I had authority over exactly two things: the customer service schedule and desk assignments, neither of which affects our clients in any way

what I *could* do, though, is lobby on behalf of a customer. the big policy at my old job was no refunds except in exceptional circumstances... but if I really like the client, I could go talk to a manager, plead his case, and nearly always get the person a refund. or I could just lie and make up an excuse for the client that would fall under exceptional circumstances. but if you're a real SOB to a CS rep? don't expect to advance far beyond the scripted lines.

You seem to be saying that the customer should lower their expectations because the company, your customer chose to do business with, had the poor business practice of farming out customer service!

How many phone centers announce themselves to the customers as third party phone jocks?

Do many companies follow the excreble practice of outsourcing customer service to phone centers? Yes. Should customers just expect their complaints, inquiries or, orders to be handled by a underpaid cubicle slug? Hell no!

 

[compuwiz1]

As a professional, in the sales field, great customer service has always looked like this:

Surprise, Satisfy and Delight, each person I come in contact with. Simple concept. I don't understand why more people don't follow it.

 

[waggy]

Originally posted by: MagnusTheBrewer

Originally posted by: PaulNEPats
Completing your transaction efficiently. Until you see a charge on your receipt for customer service, that's all you can expect.

I'll bet you're an absolute delight as a customer.

eh?

he is 100% right actually. all you can really expect (and hope) is for the transactiong to be efficient and correct.

anything more is rare and a delight to get.

 

[nageov3t]

Originally posted by: MagnusTheBrewer
How many phone centers announce themselves to the customers as third party phone jocks?

Do many companies follow the excreble practice of outsourcing customer service to phone centers? Yes. Should customers just expect their complaints, inquiries or, orders to be handled by a underpaid cubicle slug? Hell no!

I wasn't working for a third-party company... but CS reps really have no control over the day to day operations of a company.

 

[MagnusTheBrewer]

Originally posted by: waggy

Originally posted by: MagnusTheBrewer

Originally posted by: PaulNEPats
Completing your transaction efficiently. Until you see a charge on your receipt for customer service, that's all you can expect.

I'll bet you're an absolute delight as a customer.

eh?

he is 100% right actually. all you can really expect (and hope) is for the transactiong to be efficient and correct.

anything more is rare and a delight to get.

I guess I and most other people (in my experience) have higher expectations.

Someone representing a company's product or service should offer knowledge, alternatives, direction and, assurance that the product and/or service will meet the customers' needs. If they do all that with a smile it "is rare and a delight to get."

 

[ManyBeers]

When the cashier gives me the right change.

 

[Reckoner]

Originally posted by: MagnusTheBrewer

Originally posted by: waggy

Originally posted by: MagnusTheBrewer

Originally posted by: PaulNEPats
Completing your transaction efficiently. Until you see a charge on your receipt for customer service, that's all you can expect.

I'll bet you're an absolute delight as a customer.

eh?

he is 100% right actually. all you can really expect (and hope) is for the transactiong to be efficient and correct.

anything more is rare and a delight to get.

I guess I and most other people (in my experience) have higher expectations.

Someone representing a company's product or service should offer knowledge, alternatives, direction and, assurance that the product and/or service will meet the customers' needs. If they do all that with a smile it "is rare and a delight to get."

Have you ever worked in customer service? If so, where and for how long?

 

[MagnusTheBrewer]

Originally posted by: PaulNEPats

Originally posted by: MagnusTheBrewer

Originally posted by: waggy

Originally posted by: MagnusTheBrewer

Originally posted by: PaulNEPats
Completing your transaction efficiently. Until you see a charge on your receipt for customer service, that's all you can expect.

I'll bet you're an absolute delight as a customer.

eh?

he is 100% right actually. all you can really expect (and hope) is for the transactiong to be efficient and correct.

anything more is rare and a delight to get.

I guess I and most other people (in my experience) have higher expectations.

Someone representing a company's product or service should offer knowledge, alternatives, direction and, assurance that the product and/or service will meet the customers' needs. If they do all that with a smile it "is rare and a delight to get."

Have you ever worked in customer service? If so, where and for how long?

Thirty some years and counting.

 

[Reckoner]

Originally posted by: MagnusTheBrewer

Originally posted by: PaulNEPats

Originally posted by: MagnusTheBrewer

Originally posted by: waggy

Originally posted by: MagnusTheBrewer

Originally posted by: PaulNEPats
Completing your transaction efficiently. Until you see a charge on your receipt for customer service, that's all you can expect.

I'll bet you're an absolute delight as a customer.

eh?

he is 100% right actually. all you can really expect (and hope) is for the transactiong to be efficient and correct.

anything more is rare and a delight to get.

I guess I and most other people (in my experience) have higher expectations.

Someone representing a company's product or service should offer knowledge, alternatives, direction and, assurance that the product and/or service will meet the customers' needs. If they do all that with a smile it "is rare and a delight to get."

Have you ever worked in customer service? If so, where and for how long?

Thirty some years and counting.

Doing what?