Is providing good customer service really that hard? 2

I just got off the phone with a University Bookstore (who shall remain anonymous) who purchased 24 copies of our Business Plan Pro software. We did play a little phone tag before we connected, but the time that lapsed between his original call and the call where we actually spoke was 22 hours (not bad given I was out of the office from 12pm on yesterday).

While placing the order, the customer indicated he needed the software shipped overnight because classes started last week. He continued on, saying they originally contacted another company (he didn’t know or reveal the name of the competitor) but still didn’t have software despite having contacted them at the end of February. He said, “Even though there was a slight delay in you getting back to me since you were out of the office yesterday afternoon, at least you called me back.” My thought was, “Of course I called you back…you are a customer looking for information on our products and services, not to mention returning a phone call is just plain common courtesy.”

I don’t know if I, or the companies I have worked for, are a rare breed, but it amazes me that some people and organizations don’t have the common courtesy or business sense to call a potential customer back. I guess the competitor that this University Bookstore originally called didn’t feel as though an $1865.00 order was worth their time (not to mention the future orders this customer is likely to place).

I am proud to say I work for a company that truly believes in providing good customer service. We call people back and respond to email inquiries in a very timely manner and we treat every customer with respect and appreciation. Yes, I honestly believe we do this, and I think our customers would agree.

Kristen Langham
Marketing Manager
Palo Alto Software

  • Marc

    Great article.

    You might want to try a leading customer service review website where people share reviews with other users and with companies. Companies that are involved with and value customer service read Measuredup to keep up on what people are saying and to be able to improve customer service.

    Your disputes could be resolved using MeasuredUp if the company you reviewed reads your review or another consumer could give you advice. When you have good things to say a company could reward you.

    It is free and easy to use and your info is private.

    I have tried some other sites that are also good but really like this one.

  • Kristen Langham

    Thanks for the information on, Marc. I am not familiar with this site, but I will definitely be checking it out and sharing it with others in our company.

About the Author Kristen Langham is a Marketing Project Manager for Palo Alto Software, where she focuses on customer engagement. Read more »

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