Customer service would be so much easier if they just did this one thing…
Maybe you can relate?
I’m in the middle of testing some new software for my site. So I start going down the list…
Feature one – check
Feature two – check
Feature 16 – hey… it’s not here!
Me to the developer…
“I reviewed the feature set and it says that I can use ANY autoresponder to connect to your thingamajig, but I can’t seem to figure out how to put in a an html form code”
in response I get…
“here’s a video to show you how to wire up your autoresponder”
and… in that video – it’s a demonstration of how to pick 1 of 4 autoresponders, pick the list you want, and you’re off to the races…
I wish any customer facing person would READ WITH THEIR EARS!
Yep… actually listen to what’s in the email and try to answer the question. And,
if they didn’t understand the question – then ask for clarification!
This is exactly how reputations get trashed!
It only takes a few seconds of frustration to turn into 12 nasty tweets, a bogus review on a website and a defamation campaign on Facebook.
Although it would be self-imposed, it’s still disasterous to your business!
We’ll be talking about how to get ahead of the electronic torpedeos on tonight’s webinar.
PS: There’s an even more severe story with the same support team that I’ll unwrap tonight – hope to see you there!