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As a child grows up, they reach an age where they start gearing up to join the education system. They are to not only be taught math, science, and social studies, but to learn how to deal with real life experiences as well. Some kids get to “practice” school before joining in. Some call it VPK, but back in the day it was called preschool.
Have you ever gone outside to start your car only for the lights to turn on but it never turns over to start? Or have you ever forgotten to turn your alarm clock on to wake you up the next morning for work? Or had your computer get stuck on the startup screen and never take you to your desktop?
Have you ever walked into a store unsure of what you’re looking for and gotten help from each person you came across? If you have,
Customer service and marketing are rarely related parts of a company. Traditionally, they have been separate and handle different parts of customer evolution. Marketing focuses on attracting new customers, and customer service focuses on keeping them.
We’ve all been there, you call a customer service center and get on the phone with a representative and this person has one of the followings attitudes: low energy, angry, rude or they may be the one person who knows nothing about their product or company policies. They might even be the customer service rep that does not know how to direct you into the right department or has no clue as to the solution to your problem. In the end you are frustrated and unhappy with the experience.
We’ve all experienced it at least once. We’ve experienced it either as a customer ourselves or while representing a brand that hired us. One wrong misstep or decision becomes a customer service issue that left us or the customer we were dealing with unhappy. It happens, we’re all human and while we try, it is impossible for every customer to be happy all of the time.
Though the old adage says that customers are always right, if you’ve spent any amount of time serving customers, you know the truth: they sometimes aren’t. In fact, sometimes customers can become unreasonable and angry and cause difficult situations for you and your customer service agents.
Consumers are enjoying a much wider range of choices. Couple that with no longer being forced into lengthy contracts, customer service has become the battleground that determines growth of your brand or company. Thanks to the internet, customers are fully in control. With instant access to a wider selection of product offerings, open platforms showcasing social media reviews, and access to a wealth of background information on your company, they dictate your success.
From smartphones to self-driving cars, technology is seeping into our everyday lives and weaving into our society. We have smart watches that monitor our heart rates, we are able to video conference with people across the globe, and we even have headphones that can translate languages in real time. Customer service is no exception.
Back in 2012, a young child left behind their favorite toy at the Ritz-Carlton Hotel they had been staying at with their family. The Ritz-Carlton hotel staff called to let the family know they had found the child’s stuffed toy and the father mentioned a story he had concocted about what had happened to keep his young son from worrying about the toy too much.
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