I phone Future Shop after purchasing a new lap top from them and the tech support guy on the phone in response to my query says, “Well, MOST people know… blah blah blah.”
Excuse me? Is it just me, or is that incredibly insulting?
I obviously didn’t know the answer, and neither would most of my friends or business colleagues, which is why I phoned a supposed “expert” at Future Shop.
So here’s the deal, I was already ticked at having to phone the help desk. (A good clue that a customer is already stressed a wee bit is that they are phoning your help desk.)
Then I found out I am an idiot, courtesy of the “unhelpful desk”, or clearly, not in the esteemed “most people” category.
I also discovered that spending 40 minutes with the sales associate was a complete waste of time, as he did not install what I had asked for on my new lap top.
So then I go to offer a friendly comment, you know, a helpful suggestion on their FutureShopCares website, only to discover that they really don’t care that much. Or at least only for 30 days after you’ve purchased the product from them. (Who knew caring came with an expiry date?)
The lessons for all us:
1. Listening to your customers is one of the most important things you can do to provide great customer service. Great sales people listen more than they talk.
2. Don’t insult your customers if you want to build a wildly loyal enthusiastic following. How you phrase questions and how you offer solutions to seemingly simple questions can be the difference between creating a fan, and losing a loyal customer. And when you lose that customer, remember that it’s not a one off deal. It’s the lifetime of purchases that that customer might have made with you.
3. Don’t pretend to want to hear customers’ feedback. If you want their feedback, make it easy for customers to give it to you. Don’t make your customers enter a long code that you first have to locate, only to be told that your chance to give feedback expired after 30 days of purchasing the product!
Who knew “caring” came with an expiry date?
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