Before I became self-employed, I did various customer service jobs. It was over the phone, so it was ok for me at that time, as I prefer dealing with customer over the phone than face to face
confrontation customer service. I was a customer service agent for well over 4 years, and it was hard. But it paid my bills and kept me busy, so it was all good.
Back then, I always knew I wanted more. The customer service job was not mentally stimulating enough. It became a chore. The pay wasn’t great and the hours were very long. I even hard to work on some weekends, which I didn’t like much. Plus, I hated it when I had difficult customers or cases to deal with, and that was on a daily basis, making my life even harder.
I have been on both sides of the fence; as a customer service agent and customer. So I know the frustrations of working in a noisy call centre, with complicated systems and absent supervisors. Which is why I try to be extra patient and tolerant when dealing with customer service agents.
I recently came across an infographic done by the guys at CCSN which I found quite interesting. Here is the infographic below.
I agree with all the information on this infographic. For me, excellent customer service means –
I am not kept waiting
I called my phone company the other day and I was on the queue waiting to be answered for almost an hour. That to me is just madness. I like it when my call is answered immediately or within a few minutes. That is my definition of excellent customer service. Keeping customers waiting for hours is totally unacceptable.
There are other contact options
I like handling my business online so calling a call centre is usually my last resort. I rather send an email or do what I have to do online. Good customer service would provide other contact options for their customers to make use of. As a full-time blogger, I spend majority of my waking hours online, so I rather so out my utilities and anything else that needs sorting online too.
My query is dealt with quickly
The whole small talk thingy confuses me. Why would I want to talk about the weather when dealing with a dodgy broadband service?
I hated small talk as a customer service agent and I hate it as a customer too. It makes no sense to me. I just don’t have the time or the desire to engaged in meaningless chitchat when I call a company. Excellent customer service to me means my query is dealt with quickly and properly.
I am not passed around
Being passed from department to department pisses me off. Most times I end up ending the call in frustration. This usually happens when I am unlucky enough to speak with clueless customer service agents.
To be frank, good customer service isn’t rocket service. It simply means putting the customer first in all decisions. If companies put their customers first, they will have happy customers and employees.
What is your definition of excellent customer service? Please sound off in the comments section.