The British Council are members of the Institute of Customer Service, and we in the Education UK Partnership team are celebrating Customer Service Week, by hosting this daily blog during the week of 5 to 9 October 2009. We welcome anyone who is interested in sharing their experiences of customer service, good and bad, to comment on the posts during the week.
The running theme of the week is ‘What makes good (or bad!) customer service?’. Look out for the first post on Monday 5 October.
To comment on a post, simply follow the ‘comments’ link at the bottom of the post. If you are having any problems, please contact us and a member of the team will help you.
You can also post a related topic yourself – to do so, please contact Chris at chris.brooks@britishcouncil.org.
See you next week!
6 October 2009 at 1142 |
To me good customer service is simple:
The person I am talking to listens to me and maintains eye contact when face to face
The person is able to deal with my enquiry or complaint. If it is a complaint that the person is sympathetic and does care
The person I am dealing with is professional and treats me how they would like to be treated.
6 October 2009 at 1216 |
I’d add to that and say that good customer service is identified by the unexpected extra – for example being offered a cup of tea while you are waiting for someone, or having a sales assistant bring you extra clothes that you might like when you are trying things on. Small things can make a lasting impression.
6 October 2009 at 1324 |
I’d like to share two examples of customer service that highlight different experiences I have had in approaches to managing a complaint about faulty goods, and the lasting impression, both positive and negative that this can create.
I recently took receipt of my online grocery shopping order only to find that two items had been damaged in transit. A box of blueberries had been completely squashed and two of six eggs in a box were broken. I rang the customer service line and informed them of this and the response that I received was “would it be OK just to refund the price of the two eggs rather than the whole box as only two were actually broken”. I then asked whether they wanted me to count the blueberries in order to ascertain whether any had escaped being squashed. By the end of the phone call they had agreed to refund the full cost of a box of eggs, but left me feeling rather irate!
In contrast I recently ordered an item of children’s clothing from department store. If the size you are looking for is not in store they are able to order it for you, and post it free of charge to your home. They duly did this and when the item arrived it was faulty. When I returned it to the store they arranged for a replacement item to be sent and also gave me a £10 gift voucher for the inconvenience that it caused.
I think these examples demonstrate that positive outcomes can be achieved as a result of they way in which a complaint is handled.
6 October 2009 at 1515 |
The US gets slated (sometimes rightly and sometimes wrongly) for a lot of things but when it comes down to Customer Service I don’t think that they can be touched.
The whole ethos of ‘customer service’ is natural to them – or so it seems. When shopping or sightseeing not only are the appropriate staff extremely polite and courteous but so are your fellow shoppers or visitors – well at least the ones living and working in the US.
I remember being amazed when youths would walk passed me in shopping aisles but say, “excuse me sir” as they did as they momentarily passed between me and whatever I was looking at. If I’m in HMV in Manchester and a youth walks passed me I invariably get shoulder charged and glowered at as if I shouldn’t be stood in their way. I certainly wouldn’t get an “excuse me”, never mind a “sir”.
In the US you get the impression that they can never do enough for you – no request is too much or too troublesome. I’ve been in stores in the UK when you ask a sales assistant for something and her eyes have literally rolled into the top of head and I’ve heard an audible sigh – as I’ve forced her to stop talking to her friend on her mobile or taken her away from reading the latest instalment of Jordan in whatever moronic magazine she has her head buried into. In the US they seemed pleased to be able to assist and that you leave their store (or their country) with a good impression.
I can live without the “how are you today” and “comeback now” routines – but each store does it and I’d rather that than be stared at as if you’re a potential shoplifter as you walk in – or that you are somehow infringing on their gossip time by coming in to shop.
As I said, I think in the US case, customer service is a given and stems from a positive attitude and belief. In the UK if you ask somebody how they are, I’d guess in the majority of cases the person will respond, “I’m not bad”. But if you’re “not bad” then surely you are “good”. In the US when you ask, “how are you” – they tend to say, “I’m good”. They are positive straight from the off.
Therefore I don’t find it in the least bit surprising that the best customer service I receive tends to be either whilst I’m in the US or when I deal with US-originated companies or when the call centre I’m speaking to is in the US.
The absolute best examples of customer service I received are from iTunes, Apple, Amazon and Amtrak. The absolute worst customer service I have received is from Network Rail, Mothercare and Boots – who refused to give me a carrier bag in case I used it to shoplift despite the fact that I could have bought a lip salve for 50p, got a carrier bag and then shoplifted. I could have even returned the lip salve (unused) with the receipt and kept the bag – I’m still livid 3-months on…they could see me struggling carrying a whole bunch of holiday magazine!!!!
Finally, what one customer thinks is great another customer will hate. Jo gave an example of shopping and being offered additional clothes to try on that might suit her. I cannot think of anything that would drive me more insane than trying on a pair of trousers and a sales assistant coming in and suggesting I might like this particular shirt etc.
6 October 2009 at 1556 |
My example of excellent customer service would have to be Apple. I often find myself drifting into an Apple store to look at all the lovely new shiny gizmos, and even after confessing to the sales assistants that I’m just browsing they’re always more than happy to answer my queries, and often show genuine enthusiasm for the products they are selling.
I believe that the best customer service comes when people take pride in the product or service they are offering, and show a personal commitment to making customers happy with the service they receive.
7 October 2009 at 1334 |
I agree with Jo, I think the old adage of not spoiling the ship for a ha’peth of tar is very relevant to customer service. It is often the small details that make the big difference.
For example at many British Council exhibitions we will stay in wonderful hotels where the level of customer-service is spectacular (particulalry in India). However, almost without fail they always seem to forget to credit my loyalty card with points after I have checkd-out. Not a big-thing but makes me think twice about staying with them again……
7 October 2009 at 1433 |
I think you’ve touched on a good point Daniel, when thinking about customer service you realise that many companies or organisations can provide good or even excellent service when the customer is present (in your case staying at a hotel), however really effective customer service is not only doing this but also remembering to communicate with those who have been and gone, so the whole customer experience can be continued. It’s often only then, that customers can value the difference between recieving good and great customer service.
8 October 2009 at 1009 |
When I get bad service I vote with my feet, I don’t go back. In restaurants, I don’t tip! It’s what I did last night when me and a friend were out and the service wasn’t brilliant. At the end of the day, it’s no point getting too annoyed, it’s about having principles and sticking to them.
19 October 2009 at 1310 |
Not trying to teach anyone to suck eggs, but, in my humble opinion, we all have to deal with Customer services in one way or another and we all need to do our best to provide a good and positive experience.
There is one basic essentail rule of thumb that I try to do my best to practice:
“Treat people like you like to be treated”
As none of us likes to be treated badly, we should treat others with the same care, respect and patience that we would like. It works, is not difficult to do and is somehow contagious, too. Treat others as you like to be treated and see if it helps and works for you. Smile, too! Life is too short to be miserable. :-)