Have you ever called a company and gotten an unenthusiastic, uninterested, unconscientious (or maybe just plain unconscious) customer service person? We all have and it’s an aggravating experience.
When it comes to customer service we ALL want to deliver the good news – “your item is repaired and is on it’s way back to you!” Yippee! But bad news? No one wants to make that call. So, when is bad news sometimes also good news? When your outstanding customer service team makes it that way!
For example, by staying in constant touch with our customer, a mid-west musical equipment manufacturer, providing detailed repair reports and by doing advance research on viable alternatives our customer service rep Bridget recently made the bad news that the customer’s cnc controller was unrepairable a far less bitter pill to swallow. So much so that this is what they had to say:
“I gotta say it has been an absolute pleasure dealing w/ you and everyone else we have collectively spoken to @ your company…. On behalf of all of us, thank you for making this unfortunate outcome such a positive experience along the way. It has truly been the silver lining to our cloud! :)”
Now, certainly Chris was not happy that the controller could not be repaired. But a caring, conscientious customer service approach helped make it less frustrating. Information was transparent and shared throughout the process, there were no surprises, and we provided possible alternatives to solve the problem.
Most items sent to ACS for repair ARE repairable, but when occasionally they are not you will want to know you’ve got a proactive and conscientious customer service rep as your advocate. Customer service is the key and we never forget it!