We try to provide our readers with the best content possible. We try to answer social media questions, provide interesting conversations on our podcast, and generally keep our readers up to date with the latest and greatest developments in social business and social media marketing.
Today however, we just want to share something we found on the internet.
The Importance of Customer Service
Customer service is among the most important functions of ANY business. Whether you are in B2B or B2C, ensuring that the customer is getting what they need is paramount to long term success.
Comcast “Customer Service”
Comcast is no stranger to customer service problems. They have had incidents of technicians falling asleep at people’s houses, long wait times on the phone, and a variety of other incidents that have led the internet to be “less than kind” to the behemoth known as Comcast.
While Comcast (really Frank Eliason) is also known for their excellent use of Twitter for customer service (@comcastcares), the general consensus is that Comcast has terrible customer service.
Today, we stumbled across this painful example of customer service at its worst.
As you listen to this clip, see if you can make it all the way through. See if you can imagine at what point you would break and turn into a screaming, cursing lunatic. Then, make yourself a promise that when you provide customer service to your customers, you will do the exact opposite of this in every way.
The interesting part about this…
The customer service rep was trying to gather information about why the customer is leaving. This is not a bad idea at all. As a business, you do want to know where you went wrong, or how you could improve, and you should make an attempt to fix the situation, or save the relationship.
What you should not do, is decimate the relationship by being condescending, and pushing for answers when the customer has refused multiple times.
Sometimes you need to know when you’ve lost, and lose with grace.
Take note Comcast.
