Have You Waited For The World To End?

Have your ever waited for the world to end?

Sitting on the chair with the phone on my hand, I waited for the customer service representative to come back from the dead and speak to me. Being placed on hold feels like waiting for the world to end. It's exhausting and it is time-wasting!

I called up technical support of my ISP provider and I was placed on hold for more than 30 minutes! Paranoid as I am, I started constructing my theories why the CSR would take 30 minutes to get back to me on the phone.

First: maybe the customer service representative had a heart attack and he was rushed to the hospital. Everyone was probably frantic in the office and nobody had the time to think about the caller that Eduardo (the CSR's name) had place on hold for more than 30 minutes now.

Second: Eduardo fell asleep and nobody noticed him sleeping.

Third: a lion who escaped from the zoo ate Eduardo.

Fourth: there was a technical problem which means that the line was cut and I have to call again and wait for another hour or so for another CSR to speak to me.

if you're a customer and you have to wait half-an hour for a customer service representative is frustrating. The whole time that I patiently waited for Eduardo after he placed me on hold was like waiting for the world to end - it's depressing and frustrating.

Customer Service Is Important

We are all suckers for cheap buys, discounts and sales yet we are also willing to spend a little more in exchange for comfortable, positive, and rewarding buying experience. Although people shop where they can get value for their money but most people shop for brands that they trust and have good experiences with.

There are two places in Cebu where you can find me but when I feel like de-stressing I go to this dance club. I'm a regular customer of this dance bar for over three years now and it's not just because the place is cool and the crowd is great. But I like the way their staff treat me.

I can get table reservations, and if I drop by unannounced, they always find a way to get me and my friends tables and chairs. I don't really mind that I have to pay 100 bucks to get inside the club or that their food and beverages are even a bit expensive compared to other dance clubs. But whenever I am there, they make me feel like I am the most important customer in the world! And who wouldn't want that?!

My point is that customer service plays an important role in expanding customer base and retaining customer loyalty. If customers are provided with more than what is required, or if the customer's expectations are exceeded, then your business gets the loyalty and preference of more customers.

I am reminded of this bakeshop that we have in town. They bake great pastries but their customer service is just terrible. I remember having to wait for several minutes (which seemed like forever!) before someone from the bakeshop can take my order. The attendants were busy gossiping about celebrities and politicians. After two or three instances of bad service, I never bought anything from that bakeshop again. I even discouraged my friends from buying there. I prefer going to another bakeshop, walking an additional block or two. I don't mind. I just hate it when people make me feel that that my time is not important. I hate people who waste my time.

So the next time, a customer comes in to transact a business with you, remember that customer service is still important. Make your customer feel that they are important. Because if your customers are not important to you and your business, then try running a business without them.

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