If “customer service” doesn’t solve the problem the first time, don’t waste the customer’s time by forcing him/her to go through the “customer service” department a second time. When the company has a chance to fix a problem and fails, don’t tell the customer “It must be your fault, try again.”

When the customer asks for the supervisor, manager, store proprietor, head office, or whatever, GET THAT PERSON ON THE PHONE. Customers don’t go over the heads of “customer service” or anyone on the corporate ladder unless they’ve already been there; the customer isn’t wasting the CEO’s time, the CEO is wasting the customer’s by not solving the problem.

Nothing is worse than a business that “thinks” it has created a system that accounts for every contingency. No one can, and assuming this is possible is both ignorance and arrogance.

7. Honesty is better than an apology. Businesses apologize not because they regret the problem occured; they apologize to placate the customer in hopes he goes away. They should be honest about what happened or shut their mouths altogether. Unfortunately, businesses view honesty as liability for a lawsuit and avoids it rather solving the problem. Customers will always handle an honest “No” better than a dishonest “Yes” that accomplishes nothing.

Simplicity is great. A less complicated process or products leads to less support issues up front. Plus, a less complex product by its nature is easier to build, maintain, and explain to prospects.

Regards,

Glenn