Obituary: Customer Service, 1700-2001
Customer Service has passed away, while you were sleeping.
Born in the 1700s with the first loyalty programs via merchants, it flourished for many many years.
Sadly, in 2001, Customer Service passed away quietly and unnoticed, surrounded by no one.
Customer Service was about 208 years old.
We all know that customer service is actually alive today, but where? How? It has changed and in many cases—in most cases—it is TERRIBLE. And it's our fault.
Did you know that doctors used to make house calls? It was part of their service, to come to your house because you were too sick to go to the doctor’s office.
Did you know milk used to be delivered to people's homes?
Did you know that gas stations had attendants that filled your gas tank for you, checked your oil, and washed your windshields?
We are a society driven by the Internet. It's about speed. We want everything NOW.
FedEx, UPS, and Amazon are setting the pace.
Slow down for a second, and look up the meaning of customer service—you will find it's categorized...
Excellent customer service is making each and every aspect of the customer service experience an absolutely positive one. Good customer service is treating the customer with a friendly attitude.
I have two categories for customer service of my own. Bad customer service and I’m shocked I received great service.
How many times do you walk in a store and are not greeted with a "hello, how are you?" If you don’t get that when you walk in, LEAVE! (You're in control. And you choose where to do business.)
How many times do you call a customer service hotline and reach an off-site customer service call center? And you can barely hear them over the noise?
As retailers struggle to keep their doors open, the business model has shifted to distribution warehouses, automated delivery, automated messaging. There is very little human interaction. To their credit, returning items and addressing product concerns has become very easy and painless. But the relationship isn't there. It's missing the human element that makes a customer feel special, or at least cared for.
I have said this many times: "if a real relationship exists between the customer and the provider of service, you can tolerate mistakes and problems with ease. With the right relationship and the right service."
You can be a change agent. You work hard for your money; you decide where and how you spend it. Demand the customer service you deserve. You don’t have to be a jerk about it; just spend your money where they appreciate you.
And you can be a change agent in your work. Whether it's B2B or B2C, have a conversation with your customers. Spend a little extra time and energy to create a relationship. Ask them how you can better serve them. At the very least, say "hello, how are you?"