We are ALL Customer Service Reps: Points on How to Serve Customers

By Carly

I did not have a good day.

I woke up to an email from PayPal informing me that my account has been compromised. I was initially disturbed but reassured that PayPal had credited my account so that I am not responsible for the transaction that was unauthorized. I then logged into my bank account to make sure that the transaction did not go through.

The transaction was currently pending. I immediately called BB&T, explained the situation and asked to have the charge removed. I was then told that PayPal needed to fax information over in order for that transaction to be removed – otherwise, it is going to go through, and I have to dispute that amount (plus the overdraft charge!) through my bank.

I hit a brick wall with BOTH PayPal and BB&T. PayPal sent over a fax and an email confirming the fax was sent. I attended a meeting, and then around two hours later called BB&T to ensure they had all of the information they need to remove the pending transaction.

They insisted that they never received the fax, and can’t do a thing about the unauthorized transaction until they do receive it. I tried to contact PayPal again, and was told that they were unsure when the original person I dealt with would be available.

This got me to thinking about the importance of customer service. Let’s face it, very few people call a company to say, “Job well done!” Most people calling a company have a problem – sometimes they are calling simply to vent their displeasure about a product or a service, but other times people are calling with an actual need. They are unsure and don’t know how to handle a situation. They need reassurance.

This is why all company employees should be schooled in customer service. “I don’t know” or “We don’t do that” or “Not our problem” should not be in your employees’ vocabulary. In the world of Facebook and Twitter, a few negative reviews of your company and brand can be its death knell. Everyone from the designated customer service reps to your sales team to your writers to YOU needs to know how to handle distraught customers with kid gloves.

Now, there are some places that aren’t exactly know for positive customer experiences but still do well. However, most companies – particularly smaller ones – do not have that luxury. Keep the following in mind to provide superb customer service:

Good quality and good service are different. Your product can be high quality, but without the service to back it up, it still won’t work. (Think about the difference between going to an Apple store and calling an impersonal number for your PC.)
Go the extra mile. I was initially very displeased with the way PayPal handled my call, but the supervisor I dealt with was nothing less than helpful. He offered me a free service, plus stayed on the phone with me TWICE through three calls with BB&T. He has been in touch with me via email, and has been very understanding throughout the entire process. Simply being nice can go a long way.
Know how to apologize. I did receive great service at the actual brick-and-mortar bank that I typically use for transactions. They were very apologetic, and have at least come across as wanting to help.

Your business is not all about your product – it’s about your service. Provide a high quality product with superb customer service, and you’ll soar to new heights.