CHAPTER 1
Achieving High Customer Satisfaction
Let’s Start With the Customer!
Gab Customer
Imagine paying about $300 toward a new credit card.
The card never arrives.
They send another one.
That one never arrives either.
You finally cancel everything and are told your money will be mailed back to you.
Then months go by and you still do not have it.
Pretty frustrating, right?
That happened to this man!
Hensel Customer
Hensel had a different problem. He chose what looked like “live chat” because he wanted to talk to somebody, but instead he had to fight his way through a chatbot before getting a real person.
“I should have just called them.”
Customer satisfaction is more than just having a support system.
A good service desk needs people, processes, technology, and information working together. It also needs to understand what the customer expects and make sure someone actually follows through.
The textbook calls this part of the customer service value chain. Every contact can change how the customer sees the whole organization.
Technology is useful, but if it makes the customer work harder to get help, we may have missed the point.
Why It Matters
Customers remember how support made them feel.
A can do attitude, realistic expectations, good communication, and proper follow through can stop a technical problem from becoming a customer service problem too.
Terms I didn’t know about
Links to explore
