Tales in (Good) Customer Service
I recently had a friend tell me about the wonderful customer service he had received from Qwest after moving. This came as a surprise to him, as he was not expecting anything other than outsourced incomprehensible delay tactics. In his case, he got better support from Qwest than from Speakeasy. Just a few years back this would have been unthinkable.
I recently decided to upgrade my home DSL connection. I called and scheduled the upgrade yesterday afternoon. Everyone I talked with was pleasant and helpful. I did not feel rushed. They were good at explaining my options. When talking about TV package deals and my lack of TV usage, the rep on the phone related a personal story that was quite cute.
I finished the call with a plan for faster DSL service at a lower monthly cost. What do I remember? The personal story from the rep. I remember that he made the call friendly, unrushed, and inclusive. This is what customer service should be about. This is as close to old-fashioned small-town customer service as you can get.
Putting a pleasant approachable face on a company makes a significant difference. Qwest used to have a monopoly on phone service. Now with VOIP, I have many choices. If you have bad customer service, you are suggesting to your customers that they should look elsewhere. Customer Service is about keeping the customers that you have.