When Good Customer Service Becomes A Perk
It's often been said that the true merit of a company is how it responds when it's under pressure. It's very easy for a credit union to be a shining beacon of goodness when things are going well, but what about when there are issues?
This is a situation we've all been in - you order a product, it's not as advertised. You go out to eat and receive horrible service. How do you expect the problem to be handled?
I recently went through some issues with my cable and internet service. There was an outage of over a week, and then through a billing mishap, I was charged double my monthly bill! Of course, I called and brought it to their attention, but the two customer service reps I spoke to didn't believe me.
You read that right. They argued with me and did everything but call me a liar. One even intimated that this wouldn't have happened if I subscribed to a higher tier of service. It wasn't until I was able to escalate the situation to a supervisor that I was able to get the situation rectified.
At what point does good customer service become a perk? No one is suggesting that credit union customer representatives bend over backwards for every person that calls in, but are they trained to be on the offensive or the defensive? Let us know in the comment section!
DeAndre Upshaw is a former Young & Free Texas Spokester. He's a marketing professional living in Dallas and a Beyonce enthusiast. DeAndre is the host and executive producer of The State of Awesome. Follow him on Twitter and check out his personal website.