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Warning: I rarely complain about things when I write. Today is not that day. Proceed with caution.
Remember when customer service actually solved your problems?
Things have changed.
You're more likely to be given a new job working for the company than you are to get help.
"Can you clear your cache?"
"Please fill out this long form with 10 questions."
"Can you document everything that's happened and email it to us?"
They're not helping you. They're employing you.
Companies have replaced service with systems. Systems that make their lives easier, not yours.
I tried to order a wearable piece of technology recently, and the checkout experience was broken.
I literally tried everything. I'm a pretty "do-it-myself" kinda guy. I used three different internet browsers, two computers, and four credit cards. Nothing worked.
So, I decided to reach out via Twitter DM since there's no customer service email on their site.
The person who responded told me I needed to talk to the A.I. chatbot on their site, submit a case, get a case number, then come back and share it with them. Also, please share screenshots of what was happening. Or a Loom!
They told me that this was "our process."
But here's the thing: I wasn’t looking for a new project. I'm not interested in that. I just wanted to buy a wearable ring.
"Well, see, the reason it works that way..." I have zero interest in how it works. I don’t care at all. Solve my problem.
The companies I buy from most frequently have old-fashioned customer service. They say, "I'll take care of that problem for you." Then they fix it.
They don't give me an assignment. There's no homework. I don't get transferred around to other departments, only to get hung up on.
Making customers do work usually costs a lot more in the long run. The customer gets frustrated and leaves. The company spends more time explaining their process than it would take to just fix the issue.
I don’t care how the sausage is made. I just want to eat it.
In my business, I have a simple rule: never make the customer do what I could do for them. If they emailed about a problem, I try my best to fix it right away. I may ask a question for clarification. But there are no forms to fill out. No cases to open. No portals to sign up for or A.I. bots to chat with. Do I always get it right? Of course not. But I’ll never design a process where the customer does the work.
In business, remember that customer service isn't about making your life easier. It's about making your customers' lives easier.
The future belongs to companies that solve problems, not the ones that delegate them back.
So when a customer comes to you with a problem, don't give them a job.
Give them a solution.
What’s your take on today’s topic? Too harsh? Just right?
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OMG. This. I’ve actually abandoned things I really needed for just this reason.
Yes please! I love this........I worked at The Emily Post Institute for 17 years. A company based on etiquette & manners. The definition of etiquette? A set of guidelines based on 3 principles: honesty, respect & consideration. If you don't know the guideline for any given situation, think about the principles & you will make the right decision. We did 7-figures of revenue in business etiquette seminars based on those 2 sentences.