It’s time to beat the previous dangerous customer support drum again. I know, I am sick of beating the drum, too, however so long as dangerous customer service runs rampant through so many businesses I feel it’s my entrepreneurial duty to deliver it to your attention. So grab a pew and prepare to listen to the sermon I’ve preached before: dangerous customer support is the bane of business. If the Almighty smote down every enterprise that dispenses dangerous customer service, the world can be a a lot friendlier, albeit much sparser place. Take into account a world with out malls and fast food joints… wouldn’t it actually be so unhealthy?

What puzzles me most is if dangerous customer service is such a dying knell for business, why do so many companies enable it to go on? Don’t they read my column, for Pete’s sake? I believe the issue is that the majority bad customer support is doled out (or at the least condoned) by enterprise homeowners and managers who have ceased caring what their clients think. While you cease caring what your prospects assume it is time to shut the doors. Go find a day job. You’ll make someone a splendidly disgruntled employee.

My latest parable of lousy customer support was really experienced by my higher half whereas making an attempt to buy my daughter a pair of basketball shoes. I won’t point out the identify of the sporting goods chain retailer through which the unhealthy customer service happened, however I’ll let you know that its identify is similar to the sound a frog with hiccups would possibly make.

As my spouse waited for someone to assit, the four or five youngsters who had been charged with manning the store stood in a clump at the cash register giggling and flirting with one another as in the event that they had been at the promenade instead of at work.

When my wife pointed out this reality, one of the workers, a cheeky lass of sixteen or so, put her palms on her hips and said, “How rude!” The males within the group didn’t react at all. They were too busy arguing over who may take a break so they may chase different cheeky lasses about the mall.

Needless to say my lovely bride, who has the power to instill fear into the hearts of even probably the most worthless workers, left the gaggle of giggling teen idiots standing with their mouths open in disbelief. How dare a buyer inform them to try this with a pair of basketball shoes?

As much as I bemoan dangerous customer service I celebrate good customer service. It must be applauded and the purveyor of mentioned good customer support needs to be rewarded for truly delivering satisfaction to the shopper, above and beyond the call of duty.

So let me inform you the story of my new hero, Ken. I won’t tell you the identify of the shop through which Ken works, but let’s simply say they began out promoting radios in a shack somewhere long, long ago.

I first met Ken when I went into the shop to buy a mixing board for my business that data audio products for the Web. In a nutshell, you plug microphones into the mixing board then connect it to the computer and you’ll document audio directly to digital format. Completely beside the point of this text, but I did not want you pondering that I was purchasing non-manly cooking utensils.

After I obtained the mixer installed it did not work. So I boxed it up and headed back to the store to return it. Once I advised Ken my downside he did not simply grunt and provides me my money back as so many bad customer service reps would do. As an alternative he asked, “Do you thoughts if I attempt it?”

“Knock yourself out,” was my reply, confident that if I couldn’t get it to work, neither may Ken. Ken took the mixer out of the field and went about hooking it up to one of many computers on display. He started pulling power cords and cables off the show racks and ripping them open and plugging them in. He tore open a brand new microphone and an adapter and kept going until he had the mixer hooked up and working. Sure, I stated working. It turns out the mixer was fine. I simply had the mistaken energy adapter.

Ken could have just given me my money back and been done with me. As an alternative he spent quarter-hour and opened quite a lot of other packages that I was below no obligation to buy just to help me get the thing working.

I was so impressed that I not only saved the blending board, I additionally purchased another $50 price of products. And the next time I want something digital guess where I’ll buy it? Even if it costs twice as a lot, I am going to buy it from Ken.

Now here is the moral of the story: in case you are a enterprise owner who has a gaggle of teenagers in charge of customer service at your store you would be higher off replacing them with wild monkeys.

At least monkeys may be trained.

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