What is Good Customer Service? Common Misconceptions of Good Versus Bad Customer Service
On an ordinary day, most people will deal with a customer service representative anywhere from one to five times. Some customer service experiences are categorized as"good" while others are disdainfully known as"bad". If a person experiences what they'd consider decent customer service, they typically only about their day as though nothing out of the ordinary occurred. If that same individual experiences bad customer support, they will not be afraid to tell everyone who will listen. Typically I ignore the latter of the two for one main reason: does anyone really know what great customer support is?

Having worked to ten years since a customer service representative and manager in numerous businesses, I have experienced my fair share of customers who were not happy with me. And to be completely honest, very few of them actually had some cause to be upset. They called me ready to fight.

Past Experience Can Lower Expectations

Sometimes, previous cases of truly bad customer service can leave one with a bad taste in their mouth regarding customer support agents, and cause them to go on the offensive by the moment they get somebody on the telephone. I will give you an illustration: years ago I joined a gym and signed up for some personal training sessions. After a while, I discovered the sessions were too expensive and I didn't have much time to attend them, so I chose to cancel the service. It took me an hour of dealing with the original salesman, his manager, and also the general manager to finally get it solved, and I needed to pay a cancellation fee. They attempted to convince me to sign up for a cheaper strategy, postpone my sessions rather than cancelling, and also take time off from work to earn more time for the sessions. Absurd.

A couple of weeks ago I found myself in a similar scenario with another gym. The trainer sessions weren't going to be worth the money and were finally likely to conflict with other things I had going on. I called the gym, already in a foul mood since I had been expecting a fight with whomever I needed to talk with. Much to my surprise, the very first person I talked to simply cancelled the sessions, no questions asked. Here I had gotten myself pumped up, ready to put into the first person who gave me quite a hard time about my cancellation, and it was to become among my very enjoyable customer support encounters.

Customer Service Is About Perception

However, often times what a client believes"bad customer service" actually is not bad in any way, it is simply their perception of this circumstance. The furniture industry is a classic example where a customer's misconception of what customer service really is can lead to them deciding they have received"bad customer service".

When I worked at the furniture industry I frequently found myself coping with people who'd, scream, yell, and even insult me because of a clearly written policy set. For instance, furniture deliveries are generally given a four hour time window in which the drivers will arrive. This is an industry standard simply because everyone's house differs, so there is no telling how long every delivery will take until the motorists arrive. Deliveries are arranged geographically to enable the drivers to finish as many stops as possible, so a particular time of day isn't guaranteed. The concept of delivery time frames and how they are scheduled was clarified to every customer since they purchased their furniture and when their delivery was scheduled. Of course, for some customers, this simply was not good enough. Despite being told two previously, and having the delivery coverage attached to their earnings receipt, they had it in their minds that they were distinct from each other customer, and may pick their time of delivery. While we were open to the concept of trying to adapt themoften times it was hopeless when the trucks had been already loaded. Those phone calls typically ended with"this is bad customer service","I will never shop with you people again,""this is NOT how you run a business," or my favorite,"I'm going to tell all of my friends to not shop here."

Common Misconceptions

There are two common misconceptions about what customer service really is. The first is that a client service agent's job is to do whatever the customer states, no questions asked. That is absolutely not true. A customer service representative's job is to give service to the client and help them in any way they can, but like every other organization, company's have guidelines that their employees must comply by and particular rules that are relevant to customers. An employee's inability or refusal to violate these principles should never be seen as inferior customer services. Oftentimes, rules are put in place to safeguard the customer. In the case of a healthcare supplies retailer, a large portion of their items tend to be non-returnable due to hygiene reasons. When it comes to goods like toilet seats, shower chairs, and bathing aids, this policy makes great sense. However, despite this policy being clearly posted for customers to see before purchasing the product, it does not stop an alarming percent from trying to return the items . Though they understand that the item is non-returnable, and they'd never look at purchasing a piece of the nature that is utilized, they still believe that the retailer should take the item back if they decide they do not need it anymore. And if the retailer fails, the customer perceives the situation as"bad customer service".

Another misconception is that a client service representative's job is to take verbal abuse against the customer. This behavior is totally unwarranted, and to be completely honest, immature. Problems are never solved by yelling, screaming, or insulting the individual on the other end of the telephone. 99 percent of their time, the person the client is talking to is not at fault because they are calling in the first location. Whether a client has had a terrible day or previous poor experiences with a company, it doesn't excuse them to take out their frustrations on the first individual who picks up the phone. Countless times I found myself hanging up on someone because they have crossed the line and resorted to insulting me since they were not contented with the company.


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