Don’t Fake It & Pass Me On
Good customer service is essential to developing a strong brand.
In the past two weeks, I’ve had 4 bad customer service experiences with brands. The one commonality of these experiences had to do with customer service reps who were faking their knowledge on a subject matter and then finding ways to pass me on to someone else.
For me, a person not having all the answers is not a big deal. On the other hand, a person acting as if they have the answers (when don’t) and then proceeding to make you feel like you don’t what you’re asking for makes me sick.
Be honest. Tell me you don’t know. Ask me for clarification. I’m not out to get you or your company. I just want help. I’m your customer, remember?
Being right is not the goal. Being more knowledgeable is not the fight. Rather, problem solving is the goal. Nothing personal.
If you’re leading a company or organization, embedding a culture of transparency and humility should be at the forefront of your work. People will be far more forgiving and understanding when they see that you are trying your best to serve them.
Faking it is not the road to successful customer service.