Customer Service Done Right! #SPECzone #nopaper
I bought a piece of software online and the company sells various incarnations of such. The software is rather old, but I needed it for a client and based on their website bought the version that should've handled scripting... unfortunately, that wasn't the case and another version was needed.
The company is in Iceland and emailing the support email that was splashed all over their Help screens yielded a bounced email. I contacted the credit card processing company and they had no clue, eventually giving me another email address, after I had to do a bit of yelling, and that went into the same pile seemingly. Long story short - I wasn't getting anywhere and didn't have the software my client needed.
So, since I paid for the software via +PayPal
, I called them to find out what my options are and whether they'd issue a refund if I can't get anywhere with the vendor. My call was answered almost immediately, and I was talking to the rep after pushing a few numbers on my phone. The guy was very courteous, got my story, looked at my history and assured me that they'll be happy to issue a refund if I request such, especially considering the fact the the vendor is non-responsive. It was certainly a superior quality discussion and I left feeling totally satisfied.
2 days later - I get the email (shown below), signed by PayPal's VP and clearly indicating that they'd like my feedback regarding my interaction with the customer service.
The fact that they're asking about it already puts +PayPal
in a superior light. Add to that the fact that they sent a very personalized email, containing both the date of the interaction and actually spelling my first and last name right (you'd be surprised how many don't). And of course a relatively pithy (although not as pithy as I'd like) survey, professionally done and executed.
That's what Customer Service should be like. That's why every business should strive to use modern technology to create automated procedures as part of their Customer Service departments to aid in keeping their clients and keeping them happy.
Of course it's evident that the VP didn't personally email me etc. But the combination of the company rep handling my inquiry, combined with a timely, proper and personal response makes all the difference in the world about me dealing with them, and recommending them to my friends and family and clients, without any hesitation. Of course it's partially an automated process, but if you're going to try to have any scalability in your operations at all - it's physically impossible to do it any other way and there's nothing wrong with using technology and automation. You're simply improving your Customer Service by employing modern technology.
The old way of thinking that the only way to be personal is to personally pick up the phone and call is not only old, but totally insufficient in today's world. It's a nightmare to orchestrate, in any kind of scale and efficiency, not to mention all of the tasks dropped or forgotten due to a piece of paper being lost, someone being sick and the list goes on and on.
That's why PCS' advise is to eliminate as much paper use as possible, with total elimination of such being the ultimate goal. Use modern technology, computers, devices, the Internet, to provide the Customer Experience like it's never been provided before. Use automation whenever possible to avoid errors, improve quality & efficiency and be able to scale your efforts to virtually unlimited heights.
Some companies, like +PayPal
, clearly understand how important this kind of approach is and clearly and expertly execute on it. Unfortunately most companies, especially small ones, have a long way to go.