Dear Customer Service Provider,
My role in the Customer Service industry is that of your customer. In the corporate hierarchy, that should place me one step directly above the CEO. I am the lifeblood of the entire company. Without my involvement, there’s literally no reason for your company to exist. Now that we have a proper perspective, there are four things I’d like to say.
First, I don’t want to call you. Nothing personal, but it’s a pain. I have better things to do than wait on hold to speak to someone who doesn’t know me, then try to explain a situation I really don’t believe they can help with. I do give you credit for trying to make it less painful, though. You’ve done your best to bring my hold times down, and I do appreciate the slight upgrade in music. (Side note: if I’m on hold for 30 minutes, and you tell me every 30 seconds that my call is important to you, it feels less believable.)
Second, being held prisoner to phone-based support feels a little demeaning. I’m an adult. I manage my life fairly well. I’m able to navigate my US tax forms every year. Being one of the 400 million people who got a smartphone last year, chances are very good that I could take care of my business with you on my own, if you were to give me an app to do so.
Third, when I DO have to call you, I’d appreciate it if I could choose how to fit it in to my day. The real problem with sitting on hold waiting for you is that I could be doing so many other things! I could pick up my kids, go for a run, or drive home from work. When I want to sit and talk with someone I schedule a meeting, or plan to meet them for coffee. Why can’t you and I do something like that?
Last, I want you to know who I am. That’s why I’m on social media. If you have something to tell me, it’s fine if you hit me on Facebook or whatever. I don’t mind that you know if I like Miles Davis. In fact, I’d feel better about our relationship if you treated me like the unique person I am.
I know this sounds like a lot of complaining, but I’m still your customer. I’m not going away. I only tell you these things because I want our relationship to improve. As a customer, my needs and expectations are changing. I want you to know how you can keep up, and even get ahead in the service area. Please do a little research and see if there is something you can use to make these dreams a reality. (Another side note: there is.)
Thanks for listening!
PS: If you’re already working to make your customers’ dreams come true, tell us about it in the comments!