Greetings, discerning readers.
Regular MarketingProfs contributor and Daily Fix contributor Jeanne Bliss has a great piece in today’s newsletter asking, “Are you a customer service score whore?”
Jeanne’s query happens to be near to my own heart at the moment. This past week I had representatives from two different companies in two very different industries attempt to massage my own “user experience” – seemingly to jack up their customer service ratings with headquarters.
One happened at my local car dealership, where I had taken my car for servicing. As I was paying the bill, the guy taking my credit card commented something like, “Thanks for coming in today. And I hope that you’ll give us an 'Excellent' rating with the Carmaker Corporate Office. If we didn’t earn an ‘Excellent’ service rating from you today, please tell us how we can earn it now.” Then he stared directly at me -- his eyes pleading.
OK, it didn’t go precisely like that. I forget his exact words, but that was the essence of the exchange. Something similar happened later in the week, after I had upgraded my TiVo serice.
I hold no ill will toward the customer service people themselves -– the truth is, they were earnest people, and they were only doing their jobs. But something is wrong when the brass ring isn’t the customer service – it’s the score itself.
It’s a little like going to school to get an A, not to expand your thinking and actually learn a thing or two. Of course, we’ve all taken courses just to score a grade. But Jeanne offers up some great advice on how to get beyond that limited thinking.
Check it out – and please let me know what you think. As always, your feedback is both welcome and appreciated.
Until next week,
Chief Content Officer and Keeper of the Blog