What is Good Customer Service? Common Misconceptions of Good Versus Bad Customer Service
On an average day, most people will deal with a customer support representative anywhere from one to five occasions. Some customer service experiences are categorized as"good" while other are disdainfully referred to as"bad". If a person experiences what they would consider good customer service, they generally only about their day as if nothing out of the ordinary happened. If that exact same person experiences bad customer support, they won't be afraid to tell everyone who will listen. Typically I ignore the latter of the two for one very important reason: does anyone actually know what good customer service is?

Having worked to ten years as a customer service representative and manager in numerous industries, I have experienced my fair share of consumers who weren't pleased with me. And to be totally honest, very few of them actually had some cause to be angry. They called me ready to fight.

Past Experience Can Lower Expectations

Sometimes, previous instances of truly poor customer service can leave one with a bad taste in their mouth regarding client support agents, and cause them to go to the offensive from the minute they get somebody on the phone. I'll provide you an example: years ago I joined a gym and signed up for a few personal training sessions. After a while, I discovered the sessions were too pricey and I really didn't have much time to attend , so I decided to cancel the service. It took me at least an hour of dealing with the original salesman, his supervisor, and the general manager to eventually get it solved, and even then I had to pay a cancellation fee. They attempted to convince me to register for a cheaper plan, postpone my sessions rather than cancelling, and also take some time off from work to make more time for those sessions. Absurd.

A few months ago I found myself in a similar scenario with a different gym. The coach sessions weren't going to be well worth the money and were finally going to battle with other things I had going on. I called the fitness center , already in a foul mood because I had been expecting a fight with whomever I needed to speak with. Much to my surprise, the first person I talked to simply cancelled the sessions, no questions asked. Here I had gotten myself pumped up, ready to lay into the very first person who gave me quite a hard time about my cancellation, and it turned out to become one of my very enjoyable customer support encounters.

Customer Service Is About Perception

But often times what a client considers"bad customer service" actually is not bad in any way, it is simply their perception of the situation. The furniture industry is a classic example where a client's misconception of what customer service is can lead to them deciding that they have received"bad customer service".

When I worked in the furniture industry I often found myself coping with individuals who would, shout, shout, and even insult me because of a clearly written policy set. For example, furniture deliveries are typically given a four hour window in which the drivers will arrive. This is a business standard because everyone's home differs, so there is no telling how long every delivery will take until the motorists get there. Deliveries are organized geographically to allow the drivers to complete as many stops as possible, so a specific time of day is not guaranteed. The concept of delivery time frames and how they're scheduled was explained to each customer as they purchased their furniture and when their delivery has been scheduled. Obviously, for some customers, this just was not good enough. Despite being told two previously, and having the written delivery coverage attached to their earnings receipt, they had it in their minds that they were distinct from each other customer, and may select their time of delivery. While we were open to the idea of attempting to adapt them, often times it had been hopeless when the trucks were already loaded. Those phone calls typically finished 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 everything the customer states, no questions asked. This is absolutely not correct. A customer support representative's job is to give service to the client and help them in any way they could, but like any other company, company's have guidelines which their employees must abide by and particular rules that are relevant to customers. A worker's inability or refusal to violate these rules should never be viewed as inferior customer service. In many cases, rules are put in place to protect the customer. In the event of a healthcare supplies merchant, a large part of their items are inclined to be non-returnable because of hygiene reasons. If it comes to products such as toilet seats, shower seats, and bathing aids, this policy makes perfect sense. However, regardless of this coverage being clearly posted for customers to determine before buying the item, it does not stop an alarming percentage from attempting to return the items anyways. Even though they understand that the item is non-returnable, and they would never look at buying an item of that nature that's used, they nevertheless feel that the merchant should choose the item back if they decide they do not want it anymore. And in the event the retailer refuses, the consumer perceives the problem 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 completely unwarranted, and to be entirely honest, immature. Issues are not 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 speaking to is not at fault for the reason they're calling in the first place. If or not a customer has had a bad day or past bad experiences with a business, it does not advise them to take out their frustrations on the very first individual who picks up the phone. Countless times I found myself hanging up on someone because they have crossed the line and relegated to insulting me because they were not happy with the business.


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