Some time ago, I did a presentation in a training Alyssa (whom you might remember from my first entry about customer service) held. We were chatting with the lady who took the training and I said something about customer service (as a German, I like to be right, so now I keep pointing out good customer service to Alyssa). She turned to our client and said “Tell her, tell her!”
Yes, you guessed it, the client had a “bad customer service in Germany” experience. Apparently, Alyssa also likes to be right… And I have to give her that, it really was a bad customer service experience, in fact there were two experiences. However, what really got to me was that this bad customer service resulted from ineffiency. Yes, you read correctly. Not rudeness, no lack of cordiality, but (it hurts me to write this) inefficiency. It taught me a lot about myself – if someone tells me about having experienced bad customer service as a result of a lack of friendliness, I’m not particularly bothered. I don’t approve of it, of course, but I don’t think it’s that bad. But inefficient customer service – yes, that bothered me a lot.
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