I am by no means perfect but I have a thing about poor customer service. Your sole purpose in any field related to Customer Service is to help the customer, make sure the customer is happy and do things in a timely manner.
This does NOT include acting like an ass on the phone because you are having a bad day, taking 2 days to do something that takes less than 5 minutes, or being non-responsive. Look I get it. . . if you don't know the answer or are unable to be helpful by ALL means please pass the customer along to someone who is capable but don't just do one of the above.
Maybe because I've been in a sort of customer service role in some way, shape or form for 10 years I have some expectations but I do not think they are ridiculous. I've been given the task of delegating some of my responsibilities to others to free up my time for new business development. Its been 1 week. . .in that week I've received complaints from both customers and my counter part here. The customers say the don't get helped in a a timely manner...the counter part says the customers have unrealistic expectations.
While I do understand that we are spread thin here. . . I do not think their expectations are unrealistic. Not everyone will want to use an online maintenance system so quit forcing it down their throats. Yes, please offer as its better for us and them but some people would just rather send an email or call in. That is the nature of customer service. . . sorry but some people are just helpless get over it. Your purpose is to assist them to the best of your abilities, quit complaining because its becoming clear that trying to free up some of my time is causing me to spend more time fixing problems with pissed of people.
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