Why haven’t we mastered customer service?
An open rant to startups, from a wide-eyed Customer
We’ve mastered a lot of things in business, so why not customer service?
What’s holding us back?
Why build an in-app complaint system, if people won’t get a response in 12 hours?
If response agents resume at 9 am, why not make it clear?
If twitter is where you can afford to respond immediately, why not just use that?
Why don’t we understand, that every customer complaint is a time bomb, and while timeliness might keep, tardiness will lose the customer?
In that respect, why haven’t we mastered giving specific times for managing expectations?
Rather, we say “soon”.
When you’re a startup, you can’t afford mistakes, and yet, you’ll make them. It’s the curse of being human.
So, you must make up for it somehow.
Every startup should focus on excellent customer service, cos those first few weeks are crucial.
The customers you get during those first few weeks, are the ones who want you to succeed.
If they get good service, they’ll forgive your inevitable mistakes. they’ll feel like their input helped refine your product, and you just might gain a life-long customer.
If the rewards are so great, then why, oh why haven’t we mastered it?
Here’s a free copy of the Customer Service Training Manual.
