What happened to customer service?
Here’s my PSA (opportunity): If you want loyal customers, who will spread the word about your product, have amazing customer service. Don’t make us look it up online if we’ve gone to the effort to call or “chat” with you. When we ask questions, answer them. Even if you’re afraid we won’t like the answer. It’s better than beating around the bush and not answering our questions (or having us think you don’t know anything – I mean – the answer). We get really frustrated when we’re trying to work and we have to spend hours on the phone calling you. Make it quick, easy, and even fun!
I do realize that Generations Y and Z are more likely to find their answers on the Internet and not call you; however, there are still some of us who prefer to speak to a human being. It’s always nice when that human treats us right.
Hopefully customer service isn’t dead: it’s just sleeping.