Original Post 9/15/2015
From the pages of Think & Grow Rich by Napoleon Hill
Have you ever been on the phone with a customer service rep that wasn’t helpful? You know the type that repeats the same useless response/solution over and over. I have on several occasions. In some cases I had to ask the rep “Are you listening to what I’m actually saying?”
Customer Service reps typically need only a High School Diploma; and they usually don’t require any experience to get hired. In no way am I downplaying those who only have High School Diplomas, that’s all that I have. I do have a real estate license that took me a whopping 40 hours of class time two attempts at the state test to get.
Nevertheless, if I have a problem with a service that I’m paying for, I’d rather speak to a rep that has an imagination when it comes to solving my problem as opposed to one that acts like a robot repeating the same thing over and over. When a consumer calls a provider for help, it’s good Leadership and Guidance that we want; Robots can’t give me that.
Most customer service reps fall short when it comes to satisfying the customer and in most cases it’s not always the reps fault. In most cases that I’ve read about and studied, the owners and CEO’s are too busy thinking about the bottom line instead of customer satisfaction, thus they don’t provide the right tools or training to the customer service reps. Companies in situations like this typically have owners and operators that would much rather spend their time Visualizing about how big they can make the bottom line as opposed to how satisfied they can make the customer.
How would you rate the customer service department of your business and non business life?
~Matthew
