I am a lover of nightmare customers! Why? Because I love manners, I love great customer service and I love being nice to people.
So, one day I’m sat in my office when my phone rings (answering calls for one of our customers who we act as an account manager for) its Kristy she did not seem happy! “Hi Nicola, I have a lady on the phone and she is not happy, she has been receiving several emails from the email Address that she had been asked to be unsubscribed from several times” owe, how unhappy is she? I asked. “put it this way she is threatening to report the company” OK! I said put her through and I will speak with her. “good luck” were the last words I heard before I answered the call.
Hello Nicola speaking how can I help? Were the first words that came out of my mouth. Not knowing who was on the other end of the phone or what was going to happen I took a minute to listen to the silence before the reply. “Nicola, I am not happy I have rung several times and spoken to different people in the office asking for my details to be removed and yet I am still receiving emails from ************.
Please accept my sincere apologies I am no too sure why no one has communicated in the office over this matter and why it has not been resolved at first call. Let me reassure you now I will remove your name from the mailing list now as we speak and I will promise you will never receive another email from this company again. Please once again accept my apologies. Then it was silent for a second……...
“Nicola thank you very much for your help and I hope you have a lovely day”. That was it!! no moaning no shouting she was a very polite and a pleasant customer.
Customer service is all about how you deal with and speak to customers.
I look at it like this. Speak to people how you would like to be spoken too. If you went into a shop to return an item and the person behind the desk was rude towards you would that make you worse?
If the person behind the desk was pleasant and helpful and corrected the mistake right away no hassle with a smile how would you feel then?
I like to think that we are all human we are all polite and we are all kind but I am afraid in reality this is not true, but as long as some of us are there is hope.