Positive Quote: “Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” – Donald Porter
Happy 3rd day of National Customer Service Week
I like this quote. There are a few examples that come to mind around it.
- What if you went to a restaurant and your steak was cooked wrong and the waiter simply told you, “our policy is that we won’t fix it, it is either that or you can order something else”
- What if you ordered something online and when it came in it was the wrong size, color, or worse, broken and when you contacted the company they said “our policy is no returns, you can buy another one”
- What if your bank charged you a fee for ordering checks, yet the package you were on had no check ordering fees and when you contacted the bank they said “our policy says the customer has to let us know before placing the order, so the charges stand”
- What if you contacted a help desk (Apple, Verizon, AT&T, etc…) and instead of helping you they told you “our policy says you need to reboot and call back if that does not fix the issue, we can’t stay on the line”
I did choose to use negative examples to demonstrate what customer service is not. To me it also shows that people should not hide behind a policy. Yes, policies exist for a reason, however you should be able to explain them in such a way to a customer that they make sense and don’t seem so harsh.
I do my best to remember that when someone comes to me for help, they just want me to help them, teach them, or get them to someone who can.
What does this quote make you think of?
Have a wonderful Wednesday.