Customer Service

[rizbit]

good customer service is paramount for any business be it online or offline this is a fact,

but I have noticed recently that some businesses or sesrvice providers i deal with online have been rude or even offensive.

I had one guy who provides web hosting come out with:
"what, do you think im an idiot?"
"come on you clueless wonder.."

You could tell the tone of this persons manner from his messages and comes across as rude and approaching on aggresive. Theres numerous negative feedback on him from his customers saying that he is aggressive and that they would never buy from him.

Im not being sensitive but the thing is I have customers. I have had awkward customers and also customers that have called me rude but never have I talked to them in this manner. Its always been kept professional.

Other service providers online have penalised me for things which they "perceived" as being wrong but then not had the decency to discuss the matter rationally. You cant be too busy for customers or clients as they are whats keeping your business alive?

I think certain people think because its online they can talk how they want. but people get offended. but i think if it wasnt online, and face to face then you most probably wouldnt deal with them anyway.

Do you just ignore situation like this, or do you fight fire with fire and give them a peace of your mind aswell?

 

[WJP]

Do you just ignore situation like this, or do you fight fire with fire and give them a peace of your mind aswell?

Personally I rise above it and move on. You never know who they might know, and bad whispers travel fast. Rest assured that if they're talking to you like that, they're probably talking to others like that and losing a fair bit of business as a result.

 

[amac]

good customer service is paramount for any business be it online or offline this is a fact

Exactly, from a startup to a corporation, it has to apply to all. Most of the really great companies exhibit good customer service.

This slideshow on the secret to Apple's success is very relevent here IMO and shows why even the largest companies dedicate resources to making customer service a top priority.

 

[Frankee]

that is nice disqussion.

 

[Montaigne]

It takes forever to build up a good reputation but you can lose it overnight.

Conduct yourself professionally at all times, regardless of the provocation.

 

[JhonnyMew]

Hi dear. Customers are the King and you have to reshape your business according to them. Fill their demands grow your business.

Regards,
Jhonny
Justclaims.co.uk

 

[cheochi]

It has been said that attitude is everything when it comes to approaching the many challenges in life. How we view each day can be a reflection of the attitude that we carry with us.

 

[WJP]

Exactly, from a startup to a corporation, it has to apply to all.

It doesn't apply to all though, does it? If you look at some companies (naming no names) they get away with lower levels of customer service because they make it up elsewhere.

 

[roydmoorian]

Duplicate post - sorry

 

[roydmoorian]

The customer is ALWAYS right (to their face or on the phone) but just occasionally ( maybe twice in 5 years) I have had to use the following after spending 8+ minutes dealing with a phone call which would normally take between 13 and 25 seconds to book in a domestic delivery:-

Madam, about once a year I come across a day when trying to organise deliveries I come across a situation where whatever I suggest the customer is not satisfied, I suggest that we ring either a landline or a mobile phone when the driver is 5, 15, 30, 45 or 1 hour away from the delivery point, or that the customer could, if they were so minded leave a signed dated and addressed note of authority to leave the goods as far out of sight as possible for the driver to take away with him, or that we could arrange delivery for another day, possibly before household members leave for work in the morning, but nothing suits the customer. I do believe that today is becoming one of those days. Please contact the person you ordered the goods from and tell them when you will be available to take delivery of the goods which you ordered to be delivered to your home. Goodbye.

 

[WJP]

The customer is ALWAYS right (to their face or on the phone)

I don't think this always has to be the case for a company to provide good customer service. I managed bars in my younger years. In cocktail bars specifically you'd occasionally get customers asking why you didn't stock some bog-standard spirit that they'd heard of, because it was "the best" or something along those lines. No, it wasn't the best, they'd just seen the advertising campaign. We'd then explain why the products we stocked were superior (production methods, ingredients, innovation etc) and they'd realise that they were wrong. That was good customer service, because it was teaching them something new and, most importantly, they all came back. Not once did they take what we'd offered instead and complain, and more often than not they'd comment on how much nicer it was than their usual drink.

 

[Rhyl Lightworks]

good customer service is paramount for any business be it online or offline this is a fact,

I agree, but if you have an awkward customer, I feel it is better to lose someone you will probally make a loss from, than be nice to them. This is true I feel in b2c, but I can't say in b2b. It is better if you are confident they can't get the same service or expertise elsewhere.

Barrie