Recently, I was working on some software to complete a very important task (with a strict deadline) for a company. Despite having read all the instructions and following them to the letter, things were just not going well. I had to repeat several steps of time-consuming work, while the failed results were being registered on the website. Trying to get to the bottom of this, I called ‘the dreaded help line’.
To make a long story short, the ‘help’ turned out to be a combination of things like: “It must be you”, “e-mail someone else” and “check your computer settings.” As you can relate, this was not much help.
Yet, I persisted and eventually, my call was answered by a very positive member of this company.
The representative had heard of similar issues and gave me a temporary fix so I could complete my task successfully. The next day, I received a phone call from the same customer service representative. She had alerted the company, and they discovered a flaw in their software; clarifying that it wasn’t me or my computer.
What a difference in impact upon me as the customer!
Instead of viewing this company as an uncaring bureaucracy, I had a positive impression. I let her manager know it, too.
The main point here is – we all are customer service representatives, no matter our role. We are the people in contact with customers, vendors and our fellow employees. Treating others in a caring and supportive role is everyone’s business. The impressions we give, we make about our company as well.
Contact me, I’m here to help.
Axis NJ, is a high-tech distributor. We specialize in automation, drives, motion control, machine vision, machine safety and robots. Our staff of specialists are available to assist you with projects of any scale. Our headquarters is in Somerville, NJ and branch office in Long Island. Axis has been covering Metro NY and New Jersey for over 30 years.