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The personal touch is what
sets it apart all the time, isn't it. The fact that a human is (sort of) looking you in the eye, and letting you know you exist is a huge part of taking care of any concern.
I just went through something with ebay. I sent the same set of facts about three times. The main problem was that someone had cracked into my account so they locked it. They wanted me to change my password, only the system never let me. I asked over and over again. My business was dying in front of me because of this crap. Finally, one human caught it and made my case his. ONLY THEN did it get solved, and within about 10 minutes.
I don't know what business you're in, but these cases always stick in my mind when I deal with people needing answers or help. I always tell people that I may not have the answer but I'll find someone who does. I also make sure the person understands that if they aren't helped properly to keep calling me back as I know their story and I will advocate for them. You can HEAR the sigh of relief on the phone.
But why is that so hard for people in the workplace to do? Like almost everything else, these are just basic concepts of how you should behave as a decent human being. Again, why does that seem to be such a mystery?
posted by
terpgirl30
on August 30, 2006 at 6:55 PM
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You can't put good customer service on autopilot and expect it to work
posted by
SuccessWarrior
on August 29, 2006 at 1:36 PM
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