How significant is your mother’s surname before marriage?

Seth Godin’s blog about customer service is a very elaborate explanation of what people expect from a customer service respresentative. These days, most of the customer services keep asking irrelevant questions until they answer your one very simple question. This always frustrates the customer and a company would never want that.

In our comm101 class, we talked about this issue and listened to a customer and a representative’s conversation. The customer just asked how to turn his computer off and it took more than 5 or 6 minutes for him to get an answer, and the answer was “hold the shut down button for 8 seconds”

Why do they have to ask your mother’s surname before marriage to answer a simple question like this? Or is it really important for them to know your adrees and postal code? If you want to cancel your credit card, the answer is yes but the answer is a big NO if the question is “How am I going to turn this pc off?”

If you want to make your customer happy be fast, be concise, and ask significant questions related to the consumer’s problems. You don’t want your customers to look like this;

Link to Seth Godin’s Blog: http://sethgodin.typepad.com/seths_blog/2012/10/the-only-purpose-of-customer-service.html

Image taken from:

http://www.news.com.au/business/telecommunications-regulator-tackles-telcos-over-poor-service/story-e6frfm1i-1225914576084