Comments on: Customer Service Isn’t Customers Serve Us

By: Stephanie

Stephanie — Sun, 21 Mar 2010 11:14:41 +0000

I worked in customer service for 15 years, and if I had even had the thought of treating a customer of mine poorly, my butt would have been out on the street ages ago! Most companies I'm familiar with do have a way of monitoring their employees. Poor customer service by a representative by at least one of the companies worked for would get one fired, especially after meetings with supervisors, retraining, etc. didn't work. I was taught a long time ago that when someone calls in to “Company X”, the person who answers the phone is “Company X” to that customer. Customers remembers how they were treated, both good and bad. I know I've called a few “customers serve us” reps on their poor customer service skills. I've asked to speak to supervisors whose own customer service skills were lacking. I expect the same kind of customer service I was taught to provide, and often times, I'm disappointed. Maybe that's just me, I don't know.

By: Shelley

Shelley — Tue, 16 Mar 2010 07:38:36 +0000

I just saw this, sorry. I would say it depends on the situation. You have to pick your battles. The way in which you call out another company can be the deal breaker in my opinion.

By: Dan Gordon

Dan Gordon — Mon, 15 Mar 2010 22:49:20 +0000

sent U a DM through Twitter. You should have it now.

By: Craig Elimeliah

Craig Elimeliah — Mon, 15 Mar 2010 07:24:36 +0000

Dan,

Trying to get in touch with you but your email form on the website is broken.

Please email me at craig@pushkart.com

Thanks,
Craig Elimeliah

By: michellewinters

michellewinters — Thu, 04 Mar 2010 21:47:47 +0000

At the OKC Philharmonic, we make a huge effort to offer the best service we can within the limits of our non-profit operation. The biggest problem is that we are at the mercy of so many other entities who don't have the same philosophy — and the customers have no way to discern the difference between “us” and “them.” When we address complaints it often just sounds like we are simply passing the buck. I think many frustrated customers at concerts and events encounter the same issue. They don't know the difference between the venue and the presenter. And they shouldn't have to! There should be an overall high standard of service but unfortunately there isn't.

By: Helen

Helen — Thu, 04 Mar 2010 03:04:47 +0000

No e on ingnorant… hahaha!

By: Helen

Helen — Thu, 04 Mar 2010 02:59:46 +0000

I agree with you Shelly that companies do need to be accountable, absolutely! However I still stand on keeping it discreet at least on my part. I would certainly want to know if a client has a complaint, but I wouldnt want them barging in my establishment ranting and raving or getting on twitter and socially bashing before I have even been given the opportunity to know that there is a problem or given the ability to fix it. Personally I feel it is both common and professional courtesy to deal directly with the manager and/or owner and in doinig so have and understanding that things happen, I wanted to make you aware of it and offer them the ability to handle it. If you get nowhere you always have other options of course.
Im with you girl on the Electric Company and I am willing to bet there are very few of us who haven't had the same experience. An unfortunate and ignorante experience and a bad one none the less.

By: Dan Gordon

Dan Gordon — Wed, 03 Mar 2010 22:50:45 +0000

Thank for you comments, Shelley. Really get your points. I wonder what your thoughts are on a guy like me that owns/runs a retails business and how it could or would effect me to publicly call out a company for unfair treatment or service? I have had so many opportunities where I felt like it was something justifiable to do so, but I kept my mouth shut due to the fact I could very well have customers it could affect. Is this the wrong way to think of it, or am I making the correct decision in this type of situation? Thanks very much. Really appreciate sharing your experience!

By: Shelley

Shelley — Wed, 03 Mar 2010 21:59:26 +0000

Speaking of utility companies, several years ago I moved and had to set up new services. I was treated like a family member with the phone company and like an enemy with the electric company. I called them on it, told them because I had no choice in which electric service I used they knew they could treat me however they wanted. It didn't matter, they didn't care.
I have to say I disagree that all complaints need to be handled privately. Companies need to be held accountable, which can be more difficult if things are handled privately. If a company knows a customer's experience can potentially affect the opinion of 1000's of potential customers if it is shared, that will (or should) force the company to be more diligent when it comes to providing good service.
At the very least, we as customers have every right to share our experiences with others. I do think, however, that is the customer's responsibility to react with respect and ration when lodging a complaint.

By: Shelley

Shelley — Wed, 03 Mar 2010 21:50:35 +0000

I teach a customer service course through the training center at Rose State. I could talk for hours (literally) about customer service. I use real life examples in my course, good and bad, and I can tell you that the bad stories are the ones most people remember. From personal experience I can name a company that is getting it right – US Cellular, and one that is doing it wrong – The Ford Center.