Lately, I have had several requests to write about online customer service. So I thought to myself: what are my expectations for online customer service as opposed to the brick and mortar version? Are my expectations different? Or are they the same?
I believe that all customer service comes back to relationships. It really is about someone’s intuition around approach and having the wisdom to know we are all looking for something pleasant. Having said that, do we always remember to be clear and present back?
I’ve always found that revisiting the definition of a term to be a wonderful place to start. In this case, “Customer service” refers to the way that companies behave towards their customers, for example how well they treat them.”
In-Person:
If I’m on the phone in a shop/store, why would you suddenly approach me and start talking? I know I’m being rude to even use a device which allows us to visually talk to the air while inhabiting someone else’s space, but… these are the times – really, what I’d love is if someone took five seconds to observe the “attitude” I’m wearing before they approached me.
Having said that, I also realize how I can have a silent tantrum because no-one is taking the slightest bit of notice as I wander around a store looking, aimlessly, for the perfect whatnot.
Ahh…we are such silly difficult animals.
Online:
Let’s assume all is perfect – the user experience, the search, the clarity of the content, the registration, ordering, and check out. Ideally, it’ll all be as simple as ABC.
IF NOT:
Please make it easy for me to find your telephone number. PLEEASE. I actually love the live help chat, IF it works. The email address, if it happens to link to the right person, isn’t a horrid third either. But do NOT ask me to go to FAQ’s or About Us page. Why would you do that to us? We are as busy as you. We are as smart as you. Please do not do waste our time or patronize us. Not fun or polite.
I also love it when I am clearly told what to expect instead of discovering in the microscopic print of an invoice I didn’t know I was receiving.
Telephone numbers, live chats, email addresses…these are your fail safes. Make them easy to find so we don’t have to scroll through walls of text when we’re already frustrated.
Those are my expectations and my gripes. Now, how can we help ourselves to receive better by first expressing ourselves a little better?
- Who hasn’t waited on tables at some point in their life? [I was fired within my first 30 minutes, but that’s an entirely different story…]
- Or delivered newspapers/magazines?
- Or interned at companies entering in data into mindless computers?
- It’s all the same thing. Its called service. Whether the customer is someone buying shoes or someone paying your bills.
So, let’s also remember to be clear and polite with our fellow sapiens. And if they want us to write up a survey, why not? It will probably help us the next time we visit this dark expensive store, or cramped airline, or labyrinthine expanse of shelves. I think its pretty simple: It’s all about give and take. Express and Receive. Pleases and Thank you’s.
It’s a smiling handshake.
It’s an uninterrupted cup of celebration.
It’s a pause of appreciation.
It’s a wanted slice of recognition.
It’s nice.
©Clare Munn 2008-2011
Thank you to all who serve well.
Thank you to all who appreciate.
Thank you to everyone who recognizes this fact.
Be well,
-c
As an internet marketing consultant by day and server/bartender/soccer coach by night, there are MANY parallels I can draw from here… Suffice to say I will spare everyone the details but this much I have learned…. MOST people enjoy interaction as long as it’s done RIGHT!
What is usually the missing component (in my opinion) is accountability. We all make mistakes, we all have questions, we all suffer from an occasional let down… Step up and say “gee, I’m sorry, how can I make that better for you?” That could take the form online of an easy way to reach someone as you mentioned or in person as simple as a professional acknowledgment. Your point is so great… take notice more of “the attitude” and appropriate action with ensure a desired result.
I want to hear more about this waiting job you had.
But I know what you mean about annoying customer service, I usually already know what I want to buy when I go shopping and an attendee coming up to me every five minutes asking if I’ve found everything. I know they’re trying to be readily available but I’m not so helpless that I can’t ask for help myself.
Dave
You made an excellent point about empathy, Clare. I’ve worked as a busboy for several years and it completely changed how I interact with waiters and waitresses. I try to be as polite as possible because I know it’s not an easy job.
Thanks for posting. Love it.
I am not sure what I enjoyed more the image at the bottom or the article… both are very interesting. I find myself dealing with customer service more then any one person would choose to and I have noticed it is all relative to the “attitude” you present to them. You can almost get any result in the situation if you present it to them in the appropriate manner. There is an option for all needs to be met 99% of the time. It has taken me a lot of practice and patience with the world of customer service but I appreciate those on the other end a lot.