I have actually been a loyal customer of T-Mobile for 15 years now, occasionally spotty service and all, because their Customer Service is better than anyone else’s.
A well managed Customer Service team shows that the company cares about fundamentals – if you take the time to properly train and empower your lowest paid staff, then you are doing something right.
Do realize that if you have a bad experience with one person about one thing, it may be an isolated incident. When you don’t get an outcome you want, it is easy to place blame on other people – that doesn’t mean that the service is bad.
Analyze situations as best you can without emotion. Is the response given an appropriate one to the data presented? Did you get an appropriate, (prefarably acceptable) outcome to your issue?
From my years in running service teams, outcomes generally look like this:
- Refund – you get some or all of your money back (be it a coupon, credit or “points” in the company)
- Replacement – you are issued a new or refurbished version of whatever you have
- Investigation – someone is going to look into the incident you are reporting and you may or may not hear anything further
- Policy/Procedure change – the company recognizes fault in something you have brought to them and is updating something because of it
- Escalation – you will “get” to speak with someone higher up the chain.
It doesn’t matter if it is a candy store, and airline or GE – this is how Customer Service works.
If you didn’t get one of those 5 outcomes from a company (for example, you can’t even get a person on the phone) or you simply don’t like what they are offering, it may be that they are not able to give you what you want.
In that case, you should definitely switch to someone else, who can. That’s how I found T-Mobile 🙂
Originally Posted: https://www.quora.com/Do-you-get-angry-at-companies-that-give-bad-customer-service-How-do-you-deal-with-it-Is-it-worth-it-to-switch-to-a-better-company
Originally Posted On: 2016-03-23