The other day I had one of those customer experiences that makes you regret ever going into the business to begin with.
I needed to change my wireless service and decided that the regional wireless provider could not handle my needs and I went to a national provider. I won’t say who it was, but they are one of the big guys.
I had already decided that I was ready to sign an agreement, and had an idea what phone I wanted. I had researched the plans and phones so I knew what I wanted.
I walked into the store and saw that there were two representatives. One was engaging a customer and one was behind the counter, busy on the computer. I went to a counter and started to look at phones. The person behind the counter and asked if he could help me. I told him I needed a phone and a plan. I told him the phone I wanted. His response was that it had to be ordered and would be in for 5 to 7 days. I replied that this was the same as ordering it on line. So I said let’s talk about plans. I showed him the phone I had and said I’m having problems getting email from my company email server.
Instead of telling me what phones were available, or what plans were available, he choose to tell me that I was stupid, and my previous choice of phone was stupid and it was not what I thought it was.
He did not use those exact words; to quote him he said "That is not a Smartphone, it’s a messaging phone." That was it. Not really anything offensive, until you match these words with his tone of voice, and his attitude. He made me angry. He seemed to be angry that I had interrupted him and that no matter what I wanted he was not going to give it to me.
I left the store. I had come in a KIA but I was leaving in a Snit. I could not get the transaction out of my mind. It has been a long time since the last time lost my temper, but there it was. I had reacted to the sales person’s poor attitude.
I went back to my regional carrier and this time I had just the opposite experience. I was not happy with the quality of the product I had purchased. The service was good, but I was trying to go cheap and I got what I paid for. I was not expecting a lot and what I got was the best service I have ever received.
The salesman had knowledge of their products and knew what to recommend as the solution to my need. He took care of getting my phone switched, got all my contacts changed over to the new phone, made sure I had the accessories I needed, and generally gave me excellent customer service. He thanked me for coming in, and made sure I knew how to get in touch with him if I needed anything in the future.
So there it is the worst and the best customer service all within two hours.
The whole experience reinforces the point I make in my Article "Six Keys to Excellent Customer Service," which can be downloaded at http://www.caaspreconsulting.com/caaspre/content/Request.aspx
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