Have you ever had a customer demand a refund on the 29th day, after the purchase, demanding a refund… and you have a 30-day refund policy? Has one of your most difficult clients asked for a full refund after going through your program, claiming it wasn’t worth the money? How do you handle these types of situations? Unfortunately, there’s no app for that!
Difficult customers come and come, again. Hopefully, they are a very
small percentage of your customer or client base. When customers and clients ask for a refund, it sometimes seems like a slap in the face, right? It’s like they’re saying, “You’re not good enough.” or “Your services stink!”
Don’t take this too harshly. There’s an old saying that goes, “Kill them with kindness.” Simply put… don’t get on their level of frustration and meanness. These types of people are often the same ones who almost always find something wrong with their food, customer service, etc. They almost always want a discount of some kind.
Unfortunately, these people don’t walk around with signs on their chest saying, “I’m about to do my best to make you miserable and work your butt off to please me!”
Comcast is in the news, yet again, for its deplorable customer service. But, this customer may be laughing all the way to the bank. After your read the article about Conal O’Rourke, the poor customer service, and the lawsuit, I want to hear your input. Do you feel Mr. O’Rourke or Comcast should come out the victor in this case?
My opinion on Comcast, after being a customer for 10+ years, is that they have a very unfriendly attitude toward customers as if to say, “But where else can you go?” It’s no wonder to me that they have so many high profile customer service complaints.
Yes, they have the fastest internet service (I am still anxiously awaiting Google Fiber to come into my area, although Comcast is making leaps and bounds in an attempt to stay in front of Google). And, yes, Comcast provides great telephone and cable service, compared to the satellite companies in our area. But, does this give them the right to shrug off providing good customer service?
I say, with every cell in my body, and with great disgust “NO!” The last, but very important part of providing good customer service (because, apparently great is not in their service description) is billing. Comcast made a whopping $2 billion profit in the 2nd quarter of 2014. You might think that Comcast could afford a top-notch accounting system that would minimize, if not eliminate, the over-billing they are too well-known for.
Conal O’Rourke’s case is based on just that… over-billing, not just once or twice, but on a continuous basis for over a year! What in the world was Comcast thinking? I’m not sure how much discretion each of their Customer Service Reps have, but wouldn’t you think that, after about two or three months, one of them Reps would bring this issue to a supervisor or someone who could finally resolve the issue? I would!
The customer experience is ultimately what we all should be focused on. Yes, the bottom line is important, but without a positive customer interaction and reaction (i.e. selling your products or services), honestly, there’s no point in calling yourself a business.
What sparked the idea of writing about this topic, is while watching a Bar Rescue marathon, the one common factor I noticed with each bar, was the horrible customer service they each delivered. I mean people being serviced martinis in plastic cups without any vermouth… SERIOUSLY?!
Or what about the store clerk who politely, told a customer that she’d have to find the product herself because, “I’m the only one here and I’ve really gotta finish this. I’m sorry.” She was making more coffee. I felt bad for the customer, but was glad the employee was making more coffee.
Alright, serving a martini in a plastic cup… nothing else needs to be said except DON’T DO THAT! But, was the store clerk right in her response? Like I said, she was very polite. I’ve been in that situation before and I know it’s not easy but, I think the better response would have been, “If you can give me just a minute, I’d be more than happy to help you.” I think the customer would have been fine with that. Instead she left the store in a huff.
Businesses that operate 100% online have it a little bit harder than their competition in a physical location. Primarily because there are so many online businesses to choose from, offering the same type of product or service. According to Forrester Research, “45% of U.S. consumers will abandon an online transaction if their questions or concerns are not addressed quickly.”
The primary reason for this is that, there are so many online businesses offering the same products and services, consumers have, literally, thousands of companies to choose from. There are many reasons that result in the average of 80% “shopping cart abandonment” has nothing to do with your products or services. This reason is simply… no relationship. If the consumer doesn’t know you, will probably never see in person or have any type of relationship with you, there really is no obligation to stay and shop with you.