Comments on: Your customer’s problem is your problem http://www.stevecurtin.com/blog/2012/06/01/your-customers-problem-is-your-problem/ Memorable customer service...mostly. Sat, 11 May 2013 22:13:00 +0000 hourly 1 http://wordpress.org/?v=3.5.1 By: Steve Curtin http://www.stevecurtin.com/blog/2012/06/01/your-customers-problem-is-your-problem/comment-page-1/#comment-3760 Steve Curtin Thu, 07 Jun 2012 18:09:00 +0000 http://www.stevecurtin.com/blog/?p=2732#comment-3760 Agreed. Last Friday, my Droid froze and I stopped by a Verizon Wireless store where it was reset (meaning I had to re-establish email, social media apps, etc.). Okay…a hassle but these things happen.
Well, yesterday (after two separate visits to two separate VW stores) it froze again! So I brought it back into VW and explained my problem to an employee behind the counter who was initially reluctant to issue a replacement device saying, “My brother’s had the same phone since October and he hasn’t had any problems with it.”
Annoyed, I said, “Listen, I’ve also had the phone since October and I too didn’t have any problems with it – until last Friday. And I still have a problem with it.”
My replacement Droid is on the way. I just thought the Verizon rep lacked empathy and certainly did not convey that my problem was his problem.
Thanks for taking time to read and comment.

]]> By: SalesPortal http://www.stevecurtin.com/blog/2012/06/01/your-customers-problem-is-your-problem/comment-page-1/#comment-3759 SalesPortal Thu, 07 Jun 2012 17:50:00 +0000 http://www.stevecurtin.com/blog/?p=2732#comment-3759 “When your customers have a problem, you have a problem.”

Every contact center should hang that in the office. No matter what you did right or wrong (often in the eye of the beholder) you have to figure out what the customer is upset about and remedy the situation.

]]>