Picture the scene...you get your sports bike back from the garage and take it out for a spirited ride in the canyons. With a corner fast approaching, you brake, pull in the clutch to change down a gear, and press the shift lever with your foot, only to find yourself pressing on thin air. The mechanic has failed to attach the gear lever correctly, and vibration from the engine has caused it to come off.

This was the exciting situation I found myself in last week, which understandably prompted a call to the garage’s customer services department.

How did they handle this potentially fatal mishap? Badly enough to make it the focus of this guest blog post, which concludes with a simple yet often overlooked truism:

Whoever handles a customer call represents your entire company. They are not just providing customer service. They are expressing your culture, exhibiting your brand, directly or indirectly selling your products and services, performing vital customer and market research, executing your loyalty program, and building and managing relationships for the future.

Customer service isn’t just customer service in other words. It can make or break every other marketing effort in the company — a sobering realization that no business should lose sight of.

Ps. Kudos to Stella Connect for leaving in the line about my twitching colon.

#customerexperience #cx #customerservice #contactcenter

See this post on LinkedIn