I saw a national news story recently about a (so called) customer service representative for a local cable and internet company who simply would not take “no” for an answer. The customer called the company to terminate his service, but the agent wouldn’t have it. The relentless agent attempted to upsell further services to the customer – ignoring the customer’s insistence that he wasn’t interested. The representative refused to cancel the service despite the customer’s request. No company wants to lose business, but this conversation spiraled into absurdity, and lasted more than 15 minutes. Inevitably the call went viral on social media.
In my opinion this incident was caused by three major factors. First, there was a lack of clear objectives on the part of the customer service agent. At SuperJeweler, we’re trained to ask ourselves one simple question – “Is what I’m doing/saying helpful to the customer.” If the answer is no – do something different.
Second, the agent involved in this incident was clearly poorly trained. Perhaps it had been impressed upon the agent the importance of making an attempt to retain business, but clear instructions may not have been given as to how this can be appropriately done. We make it a point to make certain that each new SJ representative understands that the customer is the priority. We will certainly make an effort to provide a better product or service for any customer who might be unhappy – but we stand behind our 60 day return policy. Ultimately, only the customer can decide if our product is beneficial.
Finally, in this circumstance there was clearly more emphasis placed on the bottom line than on customer service. Revenue is important, but it’s simply bad business to allow the focus on profit to cost the company future customers. In today’s world of social media, the customer is king (or queen). Failing to provide the best service possible will always cost more than it saves.
These are the reasons you, our customers, come first with SuperJeweler!
If you require any assistance from our customer service department, they may be reached 7 days a week by email at Sales@superjeweler.com, by phone at 877-888-0175, or by direct chat from our website.We look forward to helping you.