Customer's Delight!
"Sorry" was the magic word and also the most abused word in our vocabulary. I say "was" because it is time for a new phrase to wear the crown. It is a phrase that has become synonymous with customer service, the key area in any business today. Companies spend unabashedly to spruce up this department because the mantra for today is "customer satisfaction" and then going beyond to "customer delight".
We, the customers could not have been born at a better era. Today's mail brought in a colourful envelope screaming the words, "For You Dear Customer" on the envelope. With great expectation and childlike anticipation I opened the envelope. A bunch of offer letters informing me about what comes free if I care to buy some of their products, tumbled out. But what caught my attention was a canary yellow sheet saying two movie tickets free of the latest blockbuster if only I add points to my kitty. In simpler terms, spend thrice the amount for two movie tickets! All this packaged with love for me, the dear customer. I am honoured, I manage through my teeth as I shred the pages and throw them up like confetti around me. I head for the broom.
My father was taking a flight to a western city, about two and a half hour flying time. My son went to see him off at the airport and came back with the good news that his grand pa had got a window seat at the front. All's well. The telephone was ringing and I knew that it was his arrival message coming through. Never assume. It was a very tense voice of my husband who was to receive him saying that there was no news on my dad's flight and the airline authorities have zipped their lips. It took me a few seconds to get it right and then I called up all the customer sevice numbers of this airline but no concrete reply.
Our ordeal had begun! . It was a friend from the airlines industry who gave me the news that a snag was detected in the aircraft before take off and some passengers were sent off on a different route. "The flight has been aborted" said the young voice from the customer service desk. "All passengers have either been sent on flight via a different route or have been re-booked by the evening flight and I am sorry Ma'm your father's name does not appear in any of the list". It was as if she was reading a passage from the boring tales of destiny! Where then is my father? It was a cry from within but it hit against the glass wall. "Will inform you, if we get any further information". I wanted to throw the paper weight at the phone.
The clock was ticking away, doing its duty. Again I called up the customer desk, in a very put on tone oozing of concern they said they were paging for my father on the public announcement system. I could feel gratitude flowing through every vein in my body.
No call came from the airlines office even as hours ticked away. Can they not feel our anguish? "We are trying and will get back as soon as we have any further information. Your contact numbers are..." I had stopped listening. It was my father, I wanted them to know but a customer has no sub-tags unfortunately.
Our own helpline had swung into action. Everyone was calling up someone whom they thought could help. I received a call from a very serious sounding voice, a senior officer in the police department asking me to describe my father and his clothes. My heart sank. As I described him I was trying to be as precise and calm as the trained customer service agents. Clothes? Blue shirt with pencil thin stripes. Any identifying mark, the officer asked me. I looked towards my mother who had the word fear sprayed all across her face.
The telephone rang and I grabbed the receiver, I was prepared for the worst but it was an excited voice of my huband saying that my father had reached by the de-toured flight! I made him repeat every word he said! My father was given a boarding pass with a different name and they had manually rectified it only after my father protested. Hence the official list did not bear my father's name. There was festivity all around, everybody rejoicing at the news. We were all crying and laughing together.
In all this I remembered the airlines, I dialled their number and the crisp, voice that replied began on the pre ordained message "... we shall inform..." I cut it short. Gave them the news that my father had reached his destination flying four and a half hours with them and am surprised at how they had no clue! Pat came the taped voice "We shall look into it. Thank you for choosing to fly with us. Inconvenience regretted". Dead went the line! Amazing! I called back again knowing that it would make little difference. I had to.
Excuse me I began, do you have any idea what our family went through in the last six hours? Any idea what it is like to fear that you may have lost someone? Have you ever had to describe the clothes of your father when he last left home? Do you understand what it is to get no news yet you are talking all the time? "We understand ma'm. Inconvenience caused to you is regretted". This time I slammed the phone.
Just travel back with me by a few weeks. It was mid October and I was shopping for the most important man in my life - my husband of twenty three years. I chose the sparkling mall rather than the traditional shopping complex. It is such a pleasure not to sweat while you empty your purse! "May I help you Ma'm" greetings at ever corner of the large store, I was enjoying it thoroughly! The uniformed young girls and boys trailed me, spraying fragrance on my wrist and telling me how each one was exquisite and just right for a gift. I felt special with all the attention being showered on me. I settled for a designer watch. The perfect gift. It was wrapped with elan that made it look even more special. I walked out feeling on top of the world even though my purse felt lighter!
On his birthday we quickly ran through the birthday song, making it sound like rap music! All to give him the gift and watch his face turn from satisfaction to delight. I am thinking the customer service way! With pride and dexterity of a magician I hand him the box. He is floored with its look, I can read it in his eyes. Wait till you open it and your jaws would drop, guranteed. With care he removed the wrapping and stared at the beauty inside. You can wear it for your next scuba dive, scratch resistant... I could hear the gloat in my voice. You just need to press the tiny button at the side to set it ticking. He did that but the hands of the watch did not move. Let me show it to you, I took the watch with my all smiling, all knowing look. I too pushed the button but all was still like a frozen night. We all took turns but no luck.
'Disappointment' is the word I use because I have no other that come to my mind right now. It was as if someone had poured a bucket of water on leaping flames in a hearth. The rest of the evening was spent in my husband taking turns in consoling each one of us how it is the thought that counts. He said he was lucky to have us who cared for him in this very special way! I wiped a tear waiting for morning.
On my way to the mall, I made the call to their customer service desk and was greeted by the the perfect warm, well tailored, accented voice "how may I help you". I poured out my sorrow in a diagonally opposite voice. End of it she assured me that they would replace the watch. So far so good. She ended by saying "Inconvenience regretted". I nearly crushed my phone.
Any idea what it is to feel disappointed? Any idea what it is to be let down at a moment that matters to you? Any idea knowing that you would have to wait for another year to make it perfect for your loved one? Take note all those who are responsible for dishing out ready made lines without caring to even understand the context.
Customer service is not about being slick in responses but in tuning to them. It is all about empathy and not reciting lines which when translated mean "get off our backs". It is not a robotic service but training the agents to understand each case and respond with approprioate words. Depth in understanding and listening is what is needed to the service. Customers are not be dished out an asprin tablet because thats what reduces pain. The service has to be more human, trust me that makes it easier for the customer even if you fail. Often the twang in the accent, the overtly caring tone is where the customer service agents are trained for. That too is required but maturity in understanding a customer is a skill that needs to be honed.
Allow the interface to speak to the customer in their own language. For then they would be forced to listen and comprehend the reason for the customer making that call. It is not about hiding behind these pre- empted lines but stepping out to make the interaction meaningful.
To all the gurus who make the customer service rules I very humbly say "inconvenience regretted" for discomfort caused.
We, the customers could not have been born at a better era. Today's mail brought in a colourful envelope screaming the words, "For You Dear Customer" on the envelope. With great expectation and childlike anticipation I opened the envelope. A bunch of offer letters informing me about what comes free if I care to buy some of their products, tumbled out. But what caught my attention was a canary yellow sheet saying two movie tickets free of the latest blockbuster if only I add points to my kitty. In simpler terms, spend thrice the amount for two movie tickets! All this packaged with love for me, the dear customer. I am honoured, I manage through my teeth as I shred the pages and throw them up like confetti around me. I head for the broom.
My father was taking a flight to a western city, about two and a half hour flying time. My son went to see him off at the airport and came back with the good news that his grand pa had got a window seat at the front. All's well. The telephone was ringing and I knew that it was his arrival message coming through. Never assume. It was a very tense voice of my husband who was to receive him saying that there was no news on my dad's flight and the airline authorities have zipped their lips. It took me a few seconds to get it right and then I called up all the customer sevice numbers of this airline but no concrete reply.
Our ordeal had begun! . It was a friend from the airlines industry who gave me the news that a snag was detected in the aircraft before take off and some passengers were sent off on a different route. "The flight has been aborted" said the young voice from the customer service desk. "All passengers have either been sent on flight via a different route or have been re-booked by the evening flight and I am sorry Ma'm your father's name does not appear in any of the list". It was as if she was reading a passage from the boring tales of destiny! Where then is my father? It was a cry from within but it hit against the glass wall. "Will inform you, if we get any further information". I wanted to throw the paper weight at the phone.
The clock was ticking away, doing its duty. Again I called up the customer desk, in a very put on tone oozing of concern they said they were paging for my father on the public announcement system. I could feel gratitude flowing through every vein in my body.
No call came from the airlines office even as hours ticked away. Can they not feel our anguish? "We are trying and will get back as soon as we have any further information. Your contact numbers are..." I had stopped listening. It was my father, I wanted them to know but a customer has no sub-tags unfortunately.
Our own helpline had swung into action. Everyone was calling up someone whom they thought could help. I received a call from a very serious sounding voice, a senior officer in the police department asking me to describe my father and his clothes. My heart sank. As I described him I was trying to be as precise and calm as the trained customer service agents. Clothes? Blue shirt with pencil thin stripes. Any identifying mark, the officer asked me. I looked towards my mother who had the word fear sprayed all across her face.
The telephone rang and I grabbed the receiver, I was prepared for the worst but it was an excited voice of my huband saying that my father had reached by the de-toured flight! I made him repeat every word he said! My father was given a boarding pass with a different name and they had manually rectified it only after my father protested. Hence the official list did not bear my father's name. There was festivity all around, everybody rejoicing at the news. We were all crying and laughing together.
In all this I remembered the airlines, I dialled their number and the crisp, voice that replied began on the pre ordained message "... we shall inform..." I cut it short. Gave them the news that my father had reached his destination flying four and a half hours with them and am surprised at how they had no clue! Pat came the taped voice "We shall look into it. Thank you for choosing to fly with us. Inconvenience regretted". Dead went the line! Amazing! I called back again knowing that it would make little difference. I had to.
Excuse me I began, do you have any idea what our family went through in the last six hours? Any idea what it is like to fear that you may have lost someone? Have you ever had to describe the clothes of your father when he last left home? Do you understand what it is to get no news yet you are talking all the time? "We understand ma'm. Inconvenience caused to you is regretted". This time I slammed the phone.
Just travel back with me by a few weeks. It was mid October and I was shopping for the most important man in my life - my husband of twenty three years. I chose the sparkling mall rather than the traditional shopping complex. It is such a pleasure not to sweat while you empty your purse! "May I help you Ma'm" greetings at ever corner of the large store, I was enjoying it thoroughly! The uniformed young girls and boys trailed me, spraying fragrance on my wrist and telling me how each one was exquisite and just right for a gift. I felt special with all the attention being showered on me. I settled for a designer watch. The perfect gift. It was wrapped with elan that made it look even more special. I walked out feeling on top of the world even though my purse felt lighter!
On his birthday we quickly ran through the birthday song, making it sound like rap music! All to give him the gift and watch his face turn from satisfaction to delight. I am thinking the customer service way! With pride and dexterity of a magician I hand him the box. He is floored with its look, I can read it in his eyes. Wait till you open it and your jaws would drop, guranteed. With care he removed the wrapping and stared at the beauty inside. You can wear it for your next scuba dive, scratch resistant... I could hear the gloat in my voice. You just need to press the tiny button at the side to set it ticking. He did that but the hands of the watch did not move. Let me show it to you, I took the watch with my all smiling, all knowing look. I too pushed the button but all was still like a frozen night. We all took turns but no luck.
'Disappointment' is the word I use because I have no other that come to my mind right now. It was as if someone had poured a bucket of water on leaping flames in a hearth. The rest of the evening was spent in my husband taking turns in consoling each one of us how it is the thought that counts. He said he was lucky to have us who cared for him in this very special way! I wiped a tear waiting for morning.
On my way to the mall, I made the call to their customer service desk and was greeted by the the perfect warm, well tailored, accented voice "how may I help you". I poured out my sorrow in a diagonally opposite voice. End of it she assured me that they would replace the watch. So far so good. She ended by saying "Inconvenience regretted". I nearly crushed my phone.
Any idea what it is to feel disappointed? Any idea what it is to be let down at a moment that matters to you? Any idea knowing that you would have to wait for another year to make it perfect for your loved one? Take note all those who are responsible for dishing out ready made lines without caring to even understand the context.
Customer service is not about being slick in responses but in tuning to them. It is all about empathy and not reciting lines which when translated mean "get off our backs". It is not a robotic service but training the agents to understand each case and respond with approprioate words. Depth in understanding and listening is what is needed to the service. Customers are not be dished out an asprin tablet because thats what reduces pain. The service has to be more human, trust me that makes it easier for the customer even if you fail. Often the twang in the accent, the overtly caring tone is where the customer service agents are trained for. That too is required but maturity in understanding a customer is a skill that needs to be honed.
Allow the interface to speak to the customer in their own language. For then they would be forced to listen and comprehend the reason for the customer making that call. It is not about hiding behind these pre- empted lines but stepping out to make the interaction meaningful.
To all the gurus who make the customer service rules I very humbly say "inconvenience regretted" for discomfort caused.
posted by Autumn Leaf | 7:34 PM
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