Customer Service Sometimes Isn’t Customer Service

They call it customer service, but sometimes it isn’t. Sometimes it is a department that calls themselves “Customer Service,” but sometimes they aren’t. Sometimes it is a system – that sometimes doesn’t work. You try calling them and are placed into an automated system that makes you believe that you will eventually talk to a customer service representative. What sometimes happens is that you get frustrated, hang up and start over, hoping again you will talk to a live person. Then, just about the time you think you are getting connected, a recording comes on telling you how long your wait will be. Sometimes it is 30 minutes, 40 minutes or even longer. Has this happened to you?

And, this is what some companies call “customer service!”

Earlier this year I had the wonderful opportunity to work with Verizon Wireless and their call centers. Their goal is to answer the phone within a surprisingly short period of time, and they usually do. That strategy, along with a focus on “one call resolution” helps create loyal customers. Why? Because, they create a pleasant experience, which creates confidence, and ultimately can lead to customer loyalty.

Unfortunately, I am finding the Verizon example to be the exception, rather than the norm, when it comes to the customer support some companies are delivering. Too many companies and people think they are delivering customer service, but sometimes they aren’t. How about you? I hope so!

Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).