Appropriate, helpful, and competent customer service can greatly increase your reputation as a company, and equally bad customer service can hurt it just as much. It is very difficult to have a neutral experience with customer service, where you think no differently of them after the encounter. Because of this, I am going to provide my list of suggestions for those in charge of customer service.
1. Use real people. No one wants an automated email response, a link to useless online information, or to talk to a machine. It shows that you don’t care about people, and they will become very frustrated.
2. Go out of your way to help people. Although not all requests can be fulfilled, going above and beyond someone’s expectations will impress them, and make them more loyal to your company as a whole, giving you additional profit in the long run.
3. Don’t give me crap. I absolutely hate when people refer me to higher-ups later on in a conversation, when they knew all along they couldn’t solve the problem themselves. Or, the worst is when they defend their action by saying they have no control. A bureaucracy is just a network of people to blame the problem on.
Chocolate Frosted Sugar Bombs 