Keep in mind and enjoy,
“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.”
– Peter Drucker. Management Consultant, Author, Educator and one of the most referenced scholars in business textbooks.
The only purpose of ‘customer service’…
is to change feelings. Not the facts, but the way your customer feels. The facts might be the price, or a return, or how long someone had to wait for service. Sometimes changing the facts is a shortcut to changing feelings, but not always, and changing the facts alone is not always sufficient anyway.
If a customer service protocol (your call center/complaints department/returns policy) is built around stall, deny, begrudge and finally, to the few who persist, acquiesce, then it might save money, but it is a total failure.
The customer who seeks out your help isn’t often looking to deplete your bank account. He is usually seeking validation, support and a path to feeling the way he felt before you let him down.
The best measurement of customer support is whether, after the interaction, the customer would recommend you to a friend. Time on the line, refunds given or the facts of the case are irrelevant. The feelings are all that matter, and changing feelings takes humanity and connection, not cash.
- What working in Customer Service has taught me about myself (thethoughtnazi.wordpress.com)
- Is The Only Purpose of Customer Service To Change Feelings? (crowdspring.com)