After 30 minutes of being on hold, I wasn’t sure what to expect from customer service for a product reliability issue. The scratchy soundtrack didn’t foretell a great experience either.
Once connected to a company representative, we resolved the issue quickly and satisfactorily. Unfortunately, that was a pleasant surprise. All too often, the frequently repeated “Your call is important to us.” (an Amazon affiliate link) just isn’t true, in my experience.
Did you know that customer service can add significant value to an organization, especially when product reliability doesn’t meet customers’ expectations? Besides providing the team with valuable product reliability performance information for past products, the service team can improve customer loyalty.[Read more…]