Thursday, April 21, 2011
I've been "fortunate" enough to be the face of several companies in my lifetime and, in turn, I've been sworn at, demeaned, belittled, yelled at, and stomped on more times than I could probably even remember. I've been told that there just isn't money in the company's budget for more help or that the raises aren't going to be what they were last year because the company is losing revenue. I sat at the television and shook my first at the CEO of BP that was taking vacations and bitching about wanting his life back while thousands of Gulf of Mexico business owners were losing their livelihood. That's capitalism, baby.
If we have to live in it, though, we must make the best of it, and treat Customer Service representatives with respect. Although, at times, you must be firm and unforgiving, a little bit of decency will get you a long way. A few really awesome examples that have really touched my life over the last few days:
Earlier this week, I took the car in for an oil change. Subaru.com gives you the opportunity to schedule appointments online and when I scheduled, I asked about detailing. When I received a call the next day, not only did they schedule me at an optimal time, but they also scrubbed my seats, buffed out the car scratches along with changing my oil...and it was all FREE. I could pick up and drop-off the car with ease and there wasn't a hassle for add-ons or more expensive services. I'm eternally grateful to the dealership's service department for their appreciate for my business, if that makes any sense. I expected to pay for all of those services, and felt really fortunate when I didn't have to.
And they say that customer service is dead!
Without sassy demands, ridiculous expectations and a sense of entitlement, customer service can fulfill its end of a two-way capitalistic street.