I hate almost anything that relates to finances. Boring!
That probably explains why I’m not freaked out about the stock market’s downward spiral this week; why I nod off when dinner conversation turns to options, commodities, and splits; and why I am still stuck renting a tiny, overpriced apartment in one of the most expensive places on Earth. I’m a financial idiot.
Luckily, there are bloggers like Trent Hamm who can dumb it down for financial nit-wits like me. Trent’s blog, The Simple Dollar, strays into customer service territory today, and he’s put forward one of the best common-sense explanations of customer service that I’ve heard in quite awhile by asking himself this question whenever he is considering purchasing an item: “What would be the implications in my life if it ceases to function and there’s no customer service available?”
Unfortunately, he’s come to the conclusion that “good customer service is like an insurance policy.” It’s a shame to hear it said that way, but I have a hard time disagreeing with him.
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I disagree!
Almost all companies use the CS as insurance, but that’s precisely the wrong way to think about it!
CS should provide insurance in times of need, but should be staffed to be the company’s deep connection into the customer base. Shouln’t these relationships run so deep that customers provide additional capacity in the instance of the inevitable emergency?
Oh, wait. Isn’t that why we’re getting satisfied right here?! ;)
Yes, you are right! It should be that way. I guess I sometimes let my cynicism get the best of me and *feel* like it’s hard to disagree with the sentiment based on the way too many companies seem to treat CS.
Thanks for pushing me back toward a more positive frame of mind!
And, interesting point about customers stepping up in an emergency. I like that thought.
E