What is your idea of customer service?

[papa bears stove]

I've been reading plenty posts here about customer service. I am curious what you expects customer service to be? Are you happy with phone support only as customer service? Do you expect customer service with support at your home?

 

[smoke show]

Knowledge, pleasant attitude, nice smile and fair prices go along way in my book.

 

[DAKSY]

Customer service starts with your sales person. He has to ask you all the right questions to determine your needs and desires, & then determine if he has the product that will fit your particular situation.. Your buying experience should be pleasant & informative & ensure that what you want will do what you want it to. Customer service is a trip to your home - PRIOR to the buy - to determine if the choices discussed in the showroom are correct & that an ensuing install can be performed without any issues. If issues WILL be encountered, these need to be discussed & solutions or options need to be offered. Customer service is an install that is orderly & neat & when the installers leave, there will be no indication that they were there, other than a new heating appliance. Customer service is a tutorial on the correct, safe usage of the appliance that you just had installed, so that you feel confident in using it.
Customer service is a follow up call from your sales person to see that the install went as planned & that your installers were courteous, professional & clean. Customer service is a responsive service manager available to you by a phone call, if you have an issue or a question. Customer service is a timely, on-site visit, by a knowledgeable technician to correct any issues that may arise during the routine usage of your appliance, and the installation of replacement parts....This is by NO means a complete list, & I am sure others will add to it, but it's what I could come up with...HTH

 

[bbfarm]

my biggest pet peeve with customer service is getting a recording that answers the phone that says leave your number and they will call back.

1. If I am calling I want an answer right away.
2. most places never call back.

 

[bill3rail]

If you need to ask...

I was in retail for 14 years and I knew when I screwed up and when I won over a new customer every time.

Not too hard to be customer friendly, but very easy to piss off customers.

Some you will be unable to please unless you give them $100.00 whether they buy something or not.

Bill

 

[kmapsrule]

I am curious what you expects customer service to be?

I've worked several different retail and technical support service jobs over the years, and still occasionally interface with the customers and end users of my current employer's customers.

Some things that have worked for me in those positions:
1.) _Always_ return a call or a request for help, even if the answer is going to be no, customer may just need a shoulder to cry on.
2.) (This is the hardest part) Always maintain civility and professionalism, kindness, especially when the answer is going to be no or requester is being unreasonable or belligerent.
3.) If the answer is no, attempt to provide a listing for an alternative service provider.

Are you happy with phone support only as customer service?

I think that this forum will skew the answer here as most of us have no problems getting our hands
dirty, for me having a provider be willing to do phone support as part of the package, even if i have to pay for the phone time is a really great selling point.
But most of my life i have lived in very rural areas, so this taints my perspective as well. For example, a couple of years after our new boiler was installed the circulator pump motor blew out one evening, The plumber that had done the install was working in the next county over and an immediate service call would have been at 1am and about $300+ with travel time, He talked me through replacing the motor, called the local plumbing supply store to have the right pump ready. Then later that week, when he was back in town he came and did a service call to make sure things were O.K. when he didn't have to charge me $200 in travel time, and just the normal service charge. My kids stayed warm and he earned my eternal loyalty for any future plumbing/heating work.

Do you expect customer service with support at your home?

For most situations yes, and again, given my life experiences, I am willing to pay extra to have the job done right.

 

[smwilliamson]

I've been reading plenty posts here about customer service. I am curious what you expects customer service to be? Are you happy with phone support only as customer service? Do you expect customer service with support at your home?

Great customer service starts with aligning a customer's needs with your unique solutions. Oddly, that is that first step in marketing too! Only you know what you know best and as my Dad once said to me, "sometimes what you don't do defines who you are."

Great customer service happens when the "service folks" conduct their business (their motivation) from an empathetic and not egotistical point of view. Great service is not always about going the extra mile, but rather the full distance required to find solutions, albeit short or long. The best service people smile and carry a gentle way about them. They communicate well on ALL levels and are true professionals in their field of expertise.

Poor customer service happens when service folk try to do too much or are inappropriately trained for the tasks at hand.

Customer service however should not be confused with RESPONSIBILITY. For example, if a stove shop is selling units to folks outside of a their service area or installing units without showing them how to use or care for it or using third parties to complete business transactions, the buck stops with you. If you are in over your head with responsibility...your customer service is going to suck most likely.

 

[smwilliamson]

Knowledge, pleasant attitude, nice smile and fair prices go along way in my book.

Fair prices from a business standpoint should be the most a consumer is willing to spend. Sales need to be from a position of strength around service and quality and NOT from price or convenience.

You cannot serve people well if you are under capitalized or out of business. Discounts and quick delivery set up your service department for failure...keep prices high and be as professional as you can, over time this is the very best insurance to a good reputation...at the very least you'll be in business long enough to get a reputation.

 

[DMZX]

If I contact CS via e-mail or phone with a question, I have an expectation that I will receive a timely (24 hours) response. If I do not, I will seek assistance and/or shop elsewhere.

If I can get a CS rep right away and get my issue resolved quickly by a knowledgeable person, I will remember that when I need to purchase items.

Example: I once had a used car that I was having scheduled service done at a dealer I did not buy the car from. The Service Manager was friendly and helpful every time I went in, as were his employees. Over the years, I purchased two new cars from that dealer based on my positive experience with the service department.