Hows Your Customer Service?
September 14, 2010 Hometown Store 0 comments
I have a customer service experience, which I want to share because we are all in the customer service business. Needless to say, theres a little irony in this story.
The DVD/CD burner in my computer wasnt working properly about 3 months ago and I contacted customer service of the computer company I purchased it from who quickly sent someone out to replace it. Ive always been happy with this company and the quality of their service. Unfortunately, I didnt check to make sure it worked with all of my programs at the time of installation. About a month ago, I wanted to burn a CD and I received an error message that it wasnt connecting with my CD/DVD burner. But, I knew that the company would handle it when I called.
I called on a Saturday at 11 AM for what I thought was an easy fix. After many hours on hold, then explaining my issue with software and hardware technicians, attempting to be sold warranties for stuff that was already under warranty, and being disconnected several times, it was 4:30 PM and the CD/DVD burner was still not working a little frustrating to say the least.
Throughout this experience, I thought about my customers and our customers. I am sure that that this computer company has many happy customers and I was one of them until that Saturday. However, how many times have we not taken care of our customers? They are why we are here. The folks that day had lost sight of that. My perception was that company was more interested in selling me something than helping me.
So I would like to challenge everyone. As Michael Jackson famously sang, I am starting with the Man in the Mirror.
1. Are you an active listener?
2. Do you really care to help or are you just saying that?
3. Do you really need to transfer that call or can you help them?
4. If you get disconnected, do you call back or hope they dont?
5. When you are finished with your customer, was there an end result that solved the problem?
We arent going to make everyone happy but we need to make sure we did everything in our power to try. Sometimes people arent going to like the answer, but if they know you really do care, they will understand.
Did you help your customer today? Hows your customer service?
About Me
My name is Jim Perillo and I am the National Manager of Business Process and Compliance for Sears Hometown Stores, LLC based in Hoffman Estates, Illinois.
About Us
Sears Hometown Stores, LLC are part of the retail operation of Sears Holdings Corporation and are located in your community. Sears Hometown Store is the locally owned and operated store in small town America, Sears Home Appliance Showroom is the leader in home appliance shopping, and Sears Hardware Stores is the center to fulfill all hardware needs. Our friendly and knowledgeable store owners and showroom managers proudly serve your local community and offer you the largest selection of Home Appliances, Tool and Lawn and Garden equipment, and Home Electronics, Sears brands like Craftsman, Kenmore and DieHard, and exceptional customer service, best price guaranteed plus credit, delivery, installation services and protection agreements.
Sears Hometown Stores established in 1993
Sears Home Appliance Showroom established in 2007
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