BJ'S BLOG 09/18/13 "Customer Service Freakout"
I’ve said it before, and I’ll say it again: We are the Yelp Generation.
One of the cornerstones of building a good business is having excellent word-of-mouth endorsements from happy customers. That’s a truth that goes back to the first hot dog stand outside the Roman Coliseum, and it’s never been truer than it is now, in the 21st century.
I love good customer service. It’s hard to find sometimes, and I am a firm believer that outstanding service should be rewarded and praised. On the flip side of that, you can be sure that reports of poor customer care will spread across the internet like wildfire. Your customers can rate you for others to see, and they will…usually with no shortage of unkind words in the comments section.
Is the customer always right? Is there a hard line of poor service that, once crossed, gives me the justification to completely lose my cool and rip you a new job opening?
We recently shared a phone call clip of a VERY angry customer coming unglued on his home security company. Clearly, this poor guy had been given the runaround, and he was definitely at the tipping point, but I think he probably lost a bit of traction when he made an obviously offhand threat of violence.
Here is the audio of the phone call: http://gawker.com/youve-never-heard-a-customer-service-call-meltdown-qui-1299857467
We’ve all been there. It’s infuriating, and I don’t know if we’ll ever win the battle. If you’d like to share your thoughts, please press 9 on your computer screen to be connected to a customer service robot.