Wednesday, November 09, 2005
How to Get Past The Customer Service Firewall
byYou know the scenario. You call a company for some “customer service” and instead, you get an automated voice response system that is about as friendly as an NFL ref. It’s the classic tug between companies trying to save money and customers trying to save time.
The hunt begins to find a flesh-and-blood person in the company who can actually help you. You know they must be there somewhere, but how do you find them hiding behind the, “if you want to find...push or say 4” options?
Along comes Paul English. He’s decided he isn’t going to take it anymore and he’s found a way to beat the system. Follow his advice and you’ll penetrate the first line of defense at many companies. With a little luck and Paul’s advice, you’ll run the customer service gauntlet unscathed and connect quickly with a customer representative that may actually enjoy helping you.
I know customer service costs money, but in a world where every product is quickly being commoditized, doesn’t outstanding customer service offer a true differentiator for companies to rise above the business-as-usual playing field? I think so.
People want their questions answered as easily and quickly as possible. If you want affirmation, just look at Google. In the seven short years (Google history) they have been in existence, they have become a company with $108 billion market capitalization by simply helping people find the most relevant answers to their questions, and doing it better and faster than anybody else.
