Holder Drug by Becky McCray via Flickr
When you think of good customer service when you have a product issue what comes to mind?
To me it starts with fixing the issue. Words like prompt, fair and immediate come to mind along with getting having it happen quickly with the first person I contact.
As a business owner, we want to believe that everything gets done right the first time and that customer service isn’t necessary. Yet customer service issues happen.
I recently placed an order for a product and then forgot about it. It wasn’t until I was going through some old emails I realized the item never came.
I clicked on the online tracking link (a customer service tool I love). Learned that I supposedly had received my item two weeks ago. But it wasn’t around. Checked the likely spots where our delivery people have been known to put things. No luck. Asked my spouse. Still nothing. Contacted the package service directly and they showed it was delivered. So I am batting 0 for 3.
At this point I assumed the worst, I would never see this item. I got mentally tired just thinking about going through the pain of dealing with customer service, especially since I had no documentation on my side. But I needed the item so online I went. One of the customer service options was an online chat so decided to go that route. .
I typed in the situation. Pretty short, basically one sentence, “I didn’t get my product.” Maybe a minute passes and someone responded. We had a brief chat and the person said they would check and be right back. In about two minutes the service person was back and said it would be reshipped, with an expedited service. I was asked to hold for again a couple of minutes. The person returned and said the item was out-of-stock and offered a choice, wait until it was restocked or get a credit on my charge card.
Since the delivery date was too late I asked for the credit. I indicated I would order a comparable unit. The service person replied that they would cover, at no charge, the expedited shipping costs for the replacement item.
So in less than 10 minutes I have ordered a replacement item, had my account credited for the first item, and have it coming with 2-day delivery. I was impressed.
Now customer service actually is much more than getting a specific issue fixed, but, for many customers, it certainly starts and often ends there.
Good customer service never changes. Make sure your small business scores big in this area.
Now I wonder what happened to the first item I ordered??
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Glenn Muske is an independent expert on rural small business, working as GM Consulting – Your partner in achieving small business success. He provides consulting, and writes articles for county extension agents and newspapers across North Dakota. Previously, he was the Rural and Agribusiness Enterprise Development Specialist at the North Dakota State University Extension Service – Center for Community Vitality.
