9.11.2009

A Note on Customer Service

There is a fine line between a seamless customer service experience--which is basically immersion marketing--and a total failed attempt that's transparent and disappointing to the customer.

For example, if your customer is ready to pay, don't make it difficult for him to shell out those dollars. This goes for online as well as in brick and mortars. Accept quick payments, don't have hoops for them to go through--such as in the deathly syndrome of excessive screens for online payments.

Another customer service line that's blurring every day is hosting guests in restaurants. Although young girls in uggs may be ok for some casual restaurants, it's hardly the proper attire for a hostess at a medium-price Italian restaurant. And their cooing and ahh-ing over a male customer's accent, in front of his family, is just as close to obscene as it can get. Believe me, in that tone of voice, it was.

It used to be said that you could show your opinion through your consumer patronage, but, that's a little too passive for the type of reaction that's called for when the customer has really been put out. You can always ask to speak with a higher up, or send a letter/email to headquarters... but wouldn't you wonder if all you may accomplish in doing is blacklisting yourself?

It's tricky business being a customer these days.