Universal Customer Pleas: Drop This, Keep That — Please!
by Kate Nasser |
There are universal customer complaints that echo through time. They paint a picture of the human need to be understood and helped.
Whether you have been delivering customer service for decades or are part of the new generation, join the movement to rid this world of these age old complaints.
Add your #13 to this list of the 12 most universal customer pleas to change customer service.
12 Most Universal Customer Pleas
Drop This, Keep That – Please!
- Drop the squeeze page as the greeting to your website. We don’t want to be squeezed before we get to know you. Keep the squeezing for later in the date!
- Drop the voice response menus that make sense to you not us. Keep the humans – at least they can dialogue!
- “There’s nothing I can do. I’ll transfer you.” Drop the first part and keep moving us to those who can help. Telling us you can do nothing is maddening. Connecting us to those in the know is the way to go.
- Drop the speech recognition unit that interprets “re-order supplies” as “birth order surprise”. Keep any technology that helps deliver timely accurate service.
- Drop the scripted monologue and keep an open mind. When you open with a dialogue, we open our wallets and offer our loyalty.
- Drop the confusing coupons – buy two at a single price and get the second at 50% off. Keep us from having to guess what math you use!
- If we smile, please return the favor. Drop your straight face and keep smiling.
- Drop the slow refund routine else we keep filling your queue with angry calls.
- Keep us in the know. When you drop the communication about our problems, we think you are doing nothing.
- Drop the prove you wrong attitude. Keep in mind that for every action there is an equal reaction. Every ouch you inflict on us pings back an ouch on your financial success. Every empathetic moment you extend to us earns you our gratitude.
- Keep sharing our information among you. With the technology available today, we shouldn’t have to repeat ourselves. If you drop the teamwork, we question your commitment — and competence.
- Drop the customer satisfaction survey that has no room for our true feedback. If you want to understand what we expect, let us (customers) design your customer survey! It will keep you very aware of what we truly care about.
What would you add to this list? What timeless universal complaint would you like to drop forever?
Yours in service,
Kate Nasser, The People-Skills Coach™
©2011 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish this post, please email email@example.com. Thank you for respecting intellectual capital.
Kate Nasser, The People-Skills Coach™, inspires and trains corporate teams, customer care professionals, call center agents, and technical support teams in the greatest people-skills for customer service. See this site for workshop outlines, customer feedback, and footage to view. Turn interaction obstacles into business success — book Kate now.