Comments on: When did customer service become a four-letter word? http://www.scottsanfilippo.com/2009/10/when-did-customer-service-become-a-four-letter-word/ Curmudgeon @ Large Sat, 11 Feb 2012 07:09:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: UPDATE: When did customer service become a four-letter word? | Scott Sanfilippo http://www.scottsanfilippo.com/2009/10/when-did-customer-service-become-a-four-letter-word/#comment-61 UPDATE: When did customer service become a four-letter word? | Scott Sanfilippo Tue, 08 Dec 2009 00:37:16 +0000 http://www.scottsanfilippo.com/?p=1022#comment-61 [...] customer service become a four-letter word? When I closed on my new home in Delray Beach, FL, I wrote about the horrible experience I had with the bank I used for my mortgage, Amtrust. So it came as no [...] [...] customer service become a four-letter word? When I closed on my new home in Delray Beach, FL, I wrote about the horrible experience I had with the bank I used for my mortgage, Amtrust. So it came as no [...]

]]> By: Bruce InCharlotte http://www.scottsanfilippo.com/2009/10/when-did-customer-service-become-a-four-letter-word/#comment-60 Bruce InCharlotte Wed, 21 Oct 2009 22:02:04 +0000 http://www.scottsanfilippo.com/?p=1022#comment-60 Terrible experience, and as they say, one unsatisfied person will tell ten friends. AmTrust, meet Scott's friends who won't be doing business with Betty's employer! (Way more than ten!) Since I come from a messaging background, I would add to your second recommendation that if you have a way to review customer service emails (or chat if you support it), do so. You should also consider email surveys. AFAIK, such interactions are not considered "spam" as there is a pre-existing business relationship with the customer. I would also add that your employees should know that you're watching. Not just because you take action on the poor experiences but that you reward the ones where you have happy customers. Back in the day, nothing would make me happier than when my manager would "reward" me by posting my name at the top of a five star customer survey on the bulletin board. Great way to turn a poor personal experience into a positive and thanks for relating it. Terrible experience, and as they say, one unsatisfied person will tell ten friends. AmTrust, meet Scott’s friends who won’t be doing business with Betty’s employer! (Way more than ten!)

Since I come from a messaging background, I would add to your second recommendation that if you have a way to review customer service emails (or chat if you support it), do so. You should also consider email surveys. AFAIK, such interactions are not considered “spam” as there is a pre-existing business relationship with the customer.

I would also add that your employees should know that you’re watching. Not just because you take action on the poor experiences but that you reward the ones where you have happy customers. Back in the day, nothing would make me happier than when my manager would “reward” me by posting my name at the top of a five star customer survey on the bulletin board.

Great way to turn a poor personal experience into a positive and thanks for relating it.

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