Cluster-mer Service

When it’s good, it can be really good.

The most rewarding customer interaction I’ve had was a week ago. I’ve been reaching out to new Simplifythis users personally (either by phone or through sincere e-mails). Usually I don’t receive a response, but one customer was thoughtful enough to give feedback.

The Simplifythis user told me about a usability issue he had with the software, specifically regarding dates on invoices. I told our developer, Sanjay. Within a couple minutes I was able to get back to the user and tell him we were going to be releasing a new version in the coming weeks, with that issue fixed.

And when it’s bad…

I just had a funny experience where I was the customer for an SAP training center. After months of calling and e-mailing with no response, I found I was mysteriously placed in an online training class. No credit card, no name, no information shared. How could this be?

I figured they’d catch their error and someone would finally get in touch with me. They did, and it wasn’t pretty:

…Our coordinator tried reaching you hell

out of times on Mon and Tues and finally gave up as it just goes to your voice massage…

My eyes immediately went to the “hell.” I’m more thickheaded than most, so I didn’t take it personally and sent an e-mail with an explanation of what had happened. I wonder if he/she was frustrated, as this sentence alone has improper grammar and a spelling mistake. If the company had poised itself as a training facility with a certain candor to its messages, I wouldn’t have been so surprised.

The lesson I learned is that your reaction determines where a conversation or transaction is headed. Because I’ve been on both sides of the customer service “counter,” I kept my cool.  Unfortunately, this customer service rep didn’t.

 What’s your favorite customer-centric story with a positive outcome (i.e. you helped the customer successfully, or learned something from the experience)? Let us know!

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