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Today's rant - "customer service"

Guest post by: Margie Albert

Article Overview: I started thinking about this as I was doing some research for my cancer-stricken brother. In the medical world it is “patient” service, in the retail world it is “customer” service, in the travel industry we are called “travelers” and in the Broadcast world we are labeled “viewers” or “advertisers.” However, we don’t think of ourselves as any of those labels.

Today's rant - "customer service"

I started thinking about this as I was doing some research for my cancer-stricken brother. In the medical world it is “patient” service, in the retail world it is “customer” service, in the travel industry we are called “travelers” and in the Broadcast world we are labeled “viewers” or “advertisers.”

However, we don’t think of ourselves as any of those labels. We are individuals, we are people and we don’t want to be lumped into an impersonal group stripping us of our individuality and become invisible. We want to deal with other non-scripted people who will communicate with us as people. Yes, PEOPLE, not machines, “contact us” emails to no man’s land, phone systems that route you through countless recordings and menus, restricted hours (can you imagine the National Cancer Institute Help Line is only available M-F?), etc.

Words like “patient” or “customer” or “traveler” or “advertiser” assume we are that and will be that – how presumptuous and internally focused! Those are your terms, not ours!!

I look forward to the day when someone names their department “You Service” and establishes a culture truly focused on us as individuals rather than labels.

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Article Tags: advertisers, broadcast world, customer service, labels, medical world, patient service, rant, retail world, travel industry, travelers
Referred by: http://dannybrown.me/



Related Forum Posts
Which major company does a good job with customer service? - Like many entrepreneurs I have run into major customer service problems with some of the large companies - having to spend an hour on the phone, talking to 4 different people and repeating my problem again to each one. As a result I try to work with smaller companies when I can because I know I will get better service. Do you have any stories of a big company that has got it right and does a great job with their customer service?
Re: How do you create the WOW factor in business? - I'm usually "wowed" by exceptional customer service at retailers by specific customer service employees. It's a sure way to win my repeat business and referral to family/friends.
What is the best customer support online? - I am running a small business online now and i really do not want to do too much job one customer service. Can i use a customer support software? What is the best customer support online? How can i use it? Please help! I saw a free customer support software online last night, it is called iKode Helpdesk X, I want to buy it but i am not sure whether it works? Please give me some useful advise. Thank you very much!
Starting A Business - go get a customer! you can have a great idea but if you don't have a customer you'll never be successful. Build a product / service around someone who will pay you for what you can offer! It's the best way to build a business.
Re: Should bad tippers be exposed on Social Media? - I agree with you GT and Evan, A tip as far as I understand it is given according to the service received and if a customer is unhappy with the service they should be entitled to not leave a tip. If it was really bad then a complaint should be made to management. If the server is unhappy that there is no tip, maybe they should consider the kind of service they are giving to customers but under no circumstances should these things ever be broadcast on a social service or any public format for that matter. MichelleJ


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