How About Some Quality Customer Service?

Posted on January 1, 2011


Turns out writing a book is the easy part–at least from my perspective, especially when Brian does the writing (as he did on his new release, “The Year My Dad Went Bald“). The hard part comes trying to get people to see it and, if we are lucky, buy it.

To do that, you need printers, ISBN numbers, vendor licenses, PayPal accounts, Amazon accounts–the list keeps growing, and growing, and growing.

Thankfully, I love to play on the computer. But as I often say, I don’t know what I don’t know, and when I get to that point, I am so grateful for good customer service.

Last week alone I made six calls each to PayPal and Amazon. And I called the Franklin County Auditor’s office. And Ohio State to set up my wireless account to use my new Mac laptop on campus. Each call was met quickly with courtesy and cooperation, understanding and appreciation for what I was trying to do and what I needed to know to get it done.

It was, truth be told, a stark contrast to how I started the week, trying to get customer service out of Epson and our wireless router company, both of whom failed to employ people who could help me (their apparent limited technical skill and my inability to understand past their thick accents doomed us from the start).

It makes me a little sad to realize how excited I was to get good customer service. I wanted to call their supervisors and tell them what quality people they had representing their company, write a post on Facebook and even Tweet about it. That sadness comes from how many times we experience–and barely recognize we are receiving it–bad customer service.

It is all the times someone says, “Sorry, can’t help you,” and doesn’t even try to get the answer you seek. It’s every time someone says, “I don’t know,” or “That’s not my problem,” or even, “What do you expect me to do about it?”

So one of my resolutions for 2011–in addition to more exercising, doing more to help those in need, staying healthy, the standard stuff–is to always try to provide good customer service. I will do that as a teacher and a learner, as a friend and a family member, and as a person simply participating in the world. I resolve to try to be helpful whenever I can, and get the answers to questions I am asked. I aim to be polite and kind and understanding. I will seek to give each person I interact with my undivided attention.

I will remember that every person I work with, hang with, converse with and meet is, in a way, a customer in my life. And I sure do appreciate their business.

Happy New Year everyone!

PS: I’d love to hear about your best, and worst, customer service!!

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