Customer Service – The Good, The bad, The Ugly Part 1: Will HELP For Fee

1375855160_call-userWith this post I will begin a four-part series that examines the importance and relevance of good customer service.  For each post I will cover a specific customer service theme and as the title suggests I will offer real world examples good, bad, and ugly.  For my first post I’ve chosen a theme that I believe is at the heart of what customer service means – helping.  In this day and age of easy access to online forums, help articles, how-to videos, etc. it is easy to suggest that customer service doesn’t quite hold the importance it once did but that notion is easily dispelled the second you get a flat, or your AC goes out on a blazing August day, or you’ve made an honest mistake when paying a bill.  In times of crisis we are sometimes forced to rely on good old-fashioned customer service be it via phone, in store, or online and nothing is worse than when you are at your most vulnerable and need help you get hit with fees and fees for fees!  We’ve all experienced that sinking feeling when you ask for help and the response is “Sure, that’ll be $195 including service fees”.  It begs the question, should customer service cost?  The short answer is technically yes, because customer service, like parts and labor, costs companies and must be accounted for somewhere but we the consumers just don’t like to pay for it when we need it most.  I’m no different; it’s like pouring salt on an open wound when I have to pay additional fees for an unexpected expense.  Below I will go into a few personal examples I think illustrate how to properly service a customer and keep a customer because let’s face it bad customer service equates to lost customers.

The Good

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