When I started this blog, Mike’s Social Media Blog I wanted one of my first post’s to be on customer service. Well this blog has been a little neglected due to simply being to damn busy. Yes, no excuse, but putting food on the table, being a good employee to my company Altegrity, and fitting in my family (notice they are last) has been to say the least a balancing act. So I have decided to blast my customer service post out today.
Do any of you see it a little ironic that social media is reviving a sense of customer service? The companies/people who are engaging their consumers in social media and actually listening to them are bringing back a sense of customer service. If you have attended college you have heard a rant or two that the Untied States is fast becoming a “service industry” country. But, go to your local Walmart, doctor, government agency and you would all but think customer service is in the crapper. Here are a couple of real life examples of horrible customer service, which I am sure none of you have experienced (sarcasm).
Example#1-The Surgeon-My wife Lisa was having some problems with her hand and it led us to an orthopedic surgeon. Post MRI, x-ray, initial exam we were at our last appointment before surgery. My wife had an issue with one of the front office personnel at this visit before seeing the surgeon. The issue, we showed up early for our appointment and we continuously had others go before us who arrived after us. Typically not a big deal, but after 45 minutes after her scheduled appointment we began to become annoyed. My wife spoke out to a rather cranky front office person, but within 5 minutes we were in a room, problem solved right, wrong. Apparently, the surgeon was informed we were insurrectionists and he had an attitude upon entering our room, 20 minutes later. He treated my wife like an idiot, her questions were dumb and his answers were evasive. Point blank, we asked him a question about the surgery and his answer, “the pain has nothing to do with the surgery.” The why have the surgery? My wife and I left extremely dismayed that the surgeon was so uninformative and cold during this vist. Neither myself or my wife complained once during this visit.
Now, I like you would think, yes my wife or I caused this problem in the first place. Bull crap! A professional, especially a surgeon who takes an oath to treat his patients with sincerity should be able to overcome agitation (if you can call it that) and keep a good bedside manner. Remember, no matter how you slice it the customer is always right.
Example#2-Government agnecies-There seems to be an almost “carte blanche” attitude that because someone works at a service position in a government agency that they can treat you like crap. For 7 years I conducted federal background investigations and had to obtain police records from law enforcement records sections at numerous agencies. Seemed like no matter what day it was, the majority of the time (80%) most of the folks on the front end of these sections were difficult to communicate with and were resistant to doing their job. Bottom line, they appeared to have a high level of disgust for their jobs, at least from my perception. End result, they dish it back to you and I the consumer, a hard time when we go in for service.
I am not trying to be overly sensitive and, yes, I realize people have off days, bad days, yes I get it. But, I was a waiter during college and while in the police academy. My revenue during this time depended primarily on my tips. I did not receive good tips if I provided terrible service. Maybe the people in the above scenarios would provide better service if they truly received compensation from each service experience they provided.
The reality is people are tired of the bull crap and shotty service they get. They are tired of being treated like mushrooms and kept in the dark. They are tired of having products designed and produced with little to no input, then having those products shoved down their throat (car industry). People have had enough and I don’t blame them. If I am going to spend my money with a business that provides great customer service. So why do some in social media get it when it comes to “customer service?”
The basis of social media is to listen, engage, and to provide others with something of value. The irony is the web is the last place you think this positive “customer service” movement would have started. Bloggers to their credit have pushed this issue by blogging about everything. Social media customer service has blossomed from this movement. Yes, movement! There is a cultural change at foot and the change is a sense of inclusion into business models, inclusion of you and I the lowly consumer, end user, people with the money. This movement also includes law enforcement.
Law enforcement agencies like the Boca Raton PD and the Lakeland PD get it. They realize they can offer better law enforcement protection by getting their citizens involved through social media, because that is where a lot of their citizens are getting information. Instead of waiting to see if social media will last more than a couple more years these agencies are aggressively attempting to add this piece of the communication puzzle to their existing communication plans. By doing this they are providing their citizens better customer service. They are offering more, becoming more transparent, listening to their constituents, etc. These law enforcement agencies are providing a level of customer service not often seen in law enforcement (wow what a breath of fresh air).
My customer service goal is to be able to provide my wife, boss, kids, friends, acquaintances, and anyone I have contact with a great experience when dealing with them. Making them feel special, included, and important. People want that extra touch service that makes them feel special.
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Mike offers some good examples of customer service. Law enforcement agencies are constantly challenged to provide exceptional customer service to those who need help. Why is that? In our business, the customer is not always right and does not always get what they want – sometimes because what they want violates the law or someone’s rights and sometimes they get a traffic ticket because they truly earned it through poor, unsafe driving. While we may not be able to do things exactly like the customer demands, we can constantly treat them with dignity and respect – and that is the measurement of a professional department offering exceptional customer service.
Here, here chief, I stand corrected. Police customers are not always right and I may have incorrectly generalized “all” customers in my error. I consider the law abiding citizens customers, but the law breakers not so much. Anyway you look at it law enforcement definitely has a diverse customer base. But, as you point out, even though police are at odds with some of their customer base, it is that much more important to provide professional customer service to those that may be cited or arrested. Thank you Chief for your comment. Mike
Customer service is everything . If you give someone a bad impression they will let others know.
For today’s companies customers are no longer just watching TV, reading newspaper and magazines, or even visiting their websites. Customers are now in the world of social web. This is where they get and share information, it’s a 2-way conversation where customers demand real-time info and for their voice to be heard. Not participating in this forum not only means you are not realizing your customer service potential, but some may see it as neglecting customer demands. Those who recognize this will jump into the conversation, and those who don’t….well “survival isn’t compulsory” – as I have heard some put it.
Great article, Mike! Really a good example of how social media is changing the way companies interact with their customers, and how this cultural shift in communication is bringing back customer service.
I agree totally and am continuously impressed each time I have a positive customer service experience. Companies that are not sure what, or how to get involved with social media should consider the customer service opportunities they have by doing so.
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