Customer service is not so much about what we deliver; that's a given.
Really, you put a product out, you offer someone the opportunity to buy it, and they take it.
Customer service is much more about how we deliver something, not what we provide.
The way we are when the patient arrives or the way we are when the customer picks up the telephone, how we speak to people, how we look at people, whether we are interested in people or not.
I do remember an incident with Amazon. I had a set of headphones that broke after 18 months, and I just went to report a problem. I clicked 'report a problem' on the website, and it immediately came up saying, 'Would you like a call?' I clicked yes, and then my phone rang immediately.
I wrote about this in a blog.
They couldn't do more to help; they were sorry. I received a new pair of headphones the very same day in a late Amazon delivery.
All the problems that Amazon has and all the problems they create are obviously a terrible thing in the world but they do know how to do customer service.
The most important thing with customer service is for the customer to feel like the person who is dealing with them actually means it.
We outsourced a lot of this to call centres or to chatbots or FAQs on websites when all we wanted was for someone to say, I hear you, I'll fix it; we value you.
It's really not very complicated.
Kindness is not difficult; it just seems a little bit more expensive than putting it on a web page. However, in the long term, it's much more valuable and actually cheaper.
Blog Post Number - 3744
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