What Adjectives Describe Your Customer Service?
This post was originally published on the FCR blog on October 22, 2015. Click here to read the original.
I’m gonna go ahead and warn you ahead of time – this is another rant in my car saga. You may recall a previous post where I called out my mechanic for not calling back and then thinking “Sorry” would make everything ok.
I’ve mostly moved on from that issue. After some investigation, I found out that the brake booster issue with my car was covered by an extended warranty. The bummer is that I found that out AFTER paying a mechanic to fix it. The mechanic even claims they called the dealer to see if it was under warranty and they said it wasn’t.
I called the customer experience team at the auto manufacturer and they warned me that I may not be reimbursed because I didn’t go directly to a dealer. I explained my situation and the friendly representative told me to send in my receipts and they would see what they could do. I did what was required about five weeks ago and have heard nothing since. In fact, I’ve emailed a couple times to no avail.
This experience got me thinking about something – and I think it may be a new pet peeve of mine. For whatever reason, this company calls their customer service department the “Customer Experience Team.” Given the fact that the customer experience is so hot right now, it’s no surprise that they would jump on the bandwagon and adopt that name.
I guess I don’t really have an issue with the name per se, but is this supposed to be some indicator of the level of support I can expect? As I thought about that name, all that came to mind amid my lousy experience was all of the adjectives I would place in front of Customer Experience Team. How does Lousy Customer Experience Team sound? Or, how about Unresponsive Customer Experience Team?
Think about it for a minute. What adjectives do your customers use to describe the service your team delivers? Are they words like unfriendly, unresponsive, lousy, abrasive, or much worse? Or are they some of my favorite words like responsive, awesome, extraordinary, and solution-finding?
Whether you’re representing a business, a department within the business, or yourself, determine the adjectives you want your customers to use to describe your service and deliver that caliber of service consistently.