Bad Customer Service:
- Pretends to be personal.
- Pretends to be human.
- Pretends to care.
Check out United Airlines’ response to a customer complaint:
Good Customer Service:
- Actually personal.
- Run by humans.
- Actually cares.
One Capital One customer said they couldn’t pay their bill because they spilled orange juice on their keyboard and the “2” key didn’t work. Rather than disregard the excuse (which sounds something like “my dog ate my homework”), the customer service rep did this:
Statement from Capital One:
“We encourage our agents to follow up on customer conversations in unexpected, personalized and creative ways. They look for and act on opportunities to practice random acts of kindness for our customers.”
Bad example from Cheezburger. Good example from Mashable.
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