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It was a perfect call
Mon, Jan 13, 2020
It was Christmas Eve. My friend Sam picked up his phone and randomly dialled a customer service number.
It took a few minutes to get connected to an agent who greeted Sam and asked how he could be helped.
Sam greeted her warmly, “I just wanted to wish you a Merry Christmas.”
Silence. Then more of it.
Clearly, she was shocked and didn’t know what to say next or couldn’t find a predetermined response for such a customer need.
Unable to tolerate the silence, Sam continued, “I always call you guys when I’m at my neediest. You’ve been patient even when I’ve been demanding. Thank you for what you’ve helped me with and how you’ve helped me.”
As I look at standard responses from brands via email and on social media, I see a big yawning gap.
Just as we’re slowly taking Christ out of Christmas, I wonder if we’ve started taking service out of Customer Service – which makes sense because without knowing the real Christ, we can’t know real service.
Remember that yours is not the only heart that may be wishing for love.
Takeaway
- How are we truly engaging our constituents (customers, clients, prospects, etc.)?
- If we want our constituents to engage with us at the highest level, do we do the same as customers/clients ourselves?
- When was the last time you called customer service to just thank them? If you can’t remember, you can still make that call today.
