Small Business Help – Good customer service

Here’s a lesson in good customer service, don’t forget to have a easy way for customers to contact you. Whether it be complaints, complements or general queries, customers should be able to contact your business. I sure can relate to the situation below on an important aspect of good customer service written by JEFF BERNTHA.

Good Customer Service – remember the communication channel

Here was my recent experience. Someone managed to copy my credit card information and use it to make an in store purchase. So I first contacted the credit card company. Will they do anything to find out who did it? No. They told me it was cheaper for them to write the false charges off as a loss then it would be to spend time investigating.

So then I contacted the store where the crook used a card with my account information. I was hoping they could use surveillance video to find the culprit.

The charge was made on a Friday. I contacted the store the next day.

They said they couldn’t help me because I needed to contact their corporate office. When I did that….there were 9 options on an automated phone, none of them said, press 1 if your credit card was stolen, used at our store and you want the criminal stopped.

So I finally reached someone who told me I should contact the online division of the company. What? The crime did not happen on line. Someone made the charge in person.

So I had to send an email to a general complaint form. Have not heard back.

I also contacted the police department where the crime happened … Have not heard back from them either.

So if you want a career that pays a lot stick with medical or law school. But if you really want to stand out; look for a customer service program.

How have your experiences been with trying to contact businesses? Similar to the above I would suspect. No matter what the reason, good customer service includes the ease in which customers can contact your business. And don’t forget to contact the customer back acknowledging that the complaint (or otherwise) has been received and what the next steps are to resolve the issue.

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