Comments on: Stephanie Fierman On Why Marketers (Should) Worship Customer Service http://stephaniefierman.com/stephanie-fierman-marketing-needs-customer-service.php Building successful businesses and brands - one customer interaction at a time Tue, 08 Nov 2011 16:25:27 +0000 hourly 1 http://wordpress.org/?v=3.1.4 By: John Guerra http://stephaniefierman.com/stephanie-fierman-marketing-needs-customer-service.php/comment-page-1#comment-768 John Guerra Mon, 12 Oct 2009 14:09:08 +0000 http://stephaniefierman.com/stephanie-fierman-on-companies-that-just-dont-get-it.php#comment-768 Interesting. (and no doubt, there are always exceptions to the norm), yet I think, from the CSR perspective, that what is missed is that there is a lot of 'expectations' from customers that don't start with mutual respect. In other words, I receive a lot of calls tha start out with "Account number" or "Service call", not an hello, not any other lead in and then the customer who called us acts as if they don't have time for us to do the job that they have requested that we do. And it is also my experience as a CSR that you don't really want to tick off the CSR you have on the phnoe because any CSR on the egde, is likely to use the information we have on the customer in some type of backlash. When it comes to agents who work in cable also may have some sensitive information so it is best to maintain an even keel with agents. In my experience, if you at least speak with some sense and don't make threats, even if you are angry at the company, you will be fine. But people (customers) should be aware that (we) have a lot of information on (you) the customer. I once sat across from an agent who was so mad at our cable company, aside from threatening to throw equiment out in the yard, cutting other people's line to get a tech out he also made a threat to come down and blow the place up. (mind you this is after 9/11). The agent calmly kept him on the phone asking him to hold, as if to get a supervisor, and actually called 911. She stayed on the line until the phone call was cut short due to the local SWAT team breaking down his door and arresting him. Respect goes both ways. Many of us are more educated then some of our customers, i.e., we took these jobs because of the job market but we have aspirations, families and concerns too. We should not need to be treated like 3rd world country employees just because some jobs have been outsourced. (and even then, why would you treat or talk to someone in that manner regardless of where they are from when you are asking for help). In my mind, whether it's cable, office supplies or bevearges, a lack of product or a need for service is not life and death. Only if you are in a life and death struggle should such loud energies be expended. I had a call from a 'gentleman' who said that I should not cut off his cable because it was not his fault that his wife had driven around with the bill in the glove compartment for a month (even though he was 90 days past due) and as his anger rose he then threw in that his wife and daughter were now in the hospital and that this was causing him stress. So, if you are that stressed over cable instead of your immediate family, something is very wrong. Or there was the lady who claimed that because her name was mispelled, Noelle instead of Noel, that she should not have to pay her bill, even though it was spelled that was for six years. We are not stupid, we are probably the most tolerant/patient people there are. However, customers should know that they cross a line when they do mak ethe jabs personal and therefore, again, watch what you do, we know who you are and where you are; we don't use it, but if you tick off the right person, they just might... Interesting. (and no doubt, there are always exceptions to the norm), yet I think, from the CSR perspective, that what is missed is that there is a lot of ‘expectations’ from customers that don’t start with mutual respect. In other words, I receive a lot of calls tha start out with “Account number” or “Service call”, not an hello, not any other lead in and then the customer who called us acts as if they don’t have time for us to do the job that they have requested that we do. And it is also my experience as a CSR that you don’t really want to tick off the CSR you have on the phnoe because any CSR on the egde, is likely to use the information we have on the customer in some type of backlash. When it comes to agents who work in cable also may have some sensitive information so it is best to maintain an even keel with agents. In my experience, if you at least speak with some sense and don’t make threats, even if you are angry at the company, you will be fine. But people (customers) should be aware that (we) have a lot of information on (you) the customer.

I once sat across from an agent who was so mad at our cable company, aside from threatening to throw equiment out in the yard, cutting other people’s line to get a tech out he also made a threat to come down and blow the place up. (mind you this is after 9/11). The agent calmly kept him on the phone asking him to hold, as if to get a supervisor, and actually called 911. She stayed on the line until the phone call was cut short due to the local SWAT team breaking down his door and arresting him.

Respect goes both ways. Many of us are more educated then some of our customers, i.e., we took these jobs because of the job market but we have aspirations, families and concerns too. We should not need to be treated like 3rd world country employees just because some jobs have been outsourced. (and even then, why would you treat or talk to someone in that manner regardless of where they are from when you are asking for help). In my mind, whether it’s cable, office supplies or bevearges, a lack of product or a need for service is not life and death. Only if you are in a life and death struggle should such loud energies be expended. I had a call from a ‘gentleman’ who said that I should not cut off his cable because it was not his fault that his wife had driven around with the bill in the glove compartment for a month (even though he was 90 days past due) and as his anger rose he then threw in that his wife and daughter were now in the hospital and that this was causing him stress. So, if you are that stressed over cable instead of your immediate family, something is very wrong. Or there was the lady who claimed that because her name was mispelled, Noelle instead of Noel, that she should not have to pay her bill, even though it was spelled that was for six years. We are not stupid, we are probably the most tolerant/patient people there are. However, customers should know that they cross a line when they do mak ethe jabs personal and therefore, again, watch what you do, we know who you are and where you are; we don’t use it, but if you tick off the right person, they just might…

]]> By: Tom Feister http://stephaniefierman.com/stephanie-fierman-marketing-needs-customer-service.php/comment-page-1#comment-120 Tom Feister Tue, 11 Mar 2008 07:20:20 +0000 http://stephaniefierman.com/stephanie-fierman-on-companies-that-just-dont-get-it.php#comment-120 Hi Stephanie, I doubt you remember me but we met a few years ago at San Diego Con. I wanted to take a minute to tell you how much I enjoy reading your blog. It makes for fascinating reading. Keep it coming, Tom Hi Stephanie,

I doubt you remember me but we met a few years ago at San Diego Con. I wanted to take a minute to tell you how much I enjoy reading your blog. It makes for fascinating reading.

Keep it coming,

Tom

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