When revenues fall training is postponed or eliminated. Their service team members are trained properly and empowered to see the issue through to its resolution. Too many businesses focus more on the upfront sale and not how to provide the post sale service. Who cares how good your service is if you don’t have the employee coverage to offer it when needed? Then, are you really even providing good service? This is one of the biggest measures of customer service success. They have enough employees working to service the anticipated business volume. But for those that can, do they? Are they actually interested in an “immediate” remedy for a customer’s problem? I doubt most businesses can provide this unless they have deep pockets like Apple. Their support software allows for an automated call back. You can’t just provide an email address and expect your customers to sit back and wait for your return message. Have them call you for direct vocal supportįull service support must consist of numerous methods of contact.You’re given the option to use multiple ways to contact a service representative. If you can accomplish both, you have a winning design. But the actual shopping experience must take precedent over the look. Too many businesses design their store or website based on the “look” or brand image they wish to express. No wonder why Apple’s considered one of the top customer service businesses. On the busiest shopping day of the year, Apple has enough employees working their customer service phone lines to answer my call after 3 minutes and provide me with a prompt fix. Now, to say the least I was impressed not on how quickly Edward walked me through the needed steps to reboot my phone and get me back up and running but for this: Then it happened: 3 minutes later “Edward” came on the line saying hello and told me he was here to fix my issue. I pushed the button for classical hoping it would calm my nerves while I wait forever on the phone only to probably get disconnected an hour later. I was thanked for contacting Apple and given a choice of music styles to listen to while I waited. It was a recorded message from Apple’s customer service department. Three (3) seconds later my phone rang – you guessed it. Yeah sure, “they’re never going to call me back” I thought. Then, I received a prompt asking if I wanted a call back from a customer service rep. I went on Apple’s website and entered my phone’s serial numbers and identified what the issue was. Note: I consider myself a “realist”, someone that understands when something can reasonably happen or when it is all a fantasy – a pipe dream and never to come to fruition. There was no way I was going to be able to reach anyone at the Apple customer service for help. I just finished adding most of my contacts to the phone as well as many setting changes – I didn’t want to lose them.īy now it was after 5pm on the busiest shopping day of the year. The operating system needed to be rebooted. I contacted my trusted friend named to find an answer. Just like the old dreaded “ blue screen of death” from a computer running Windows 95, my phone froze-up and I was left with an expensive paperweight.
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