2K11 24/7

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The 2K11 24/7 CXXXIII: The Art of Customer Service

Having come from a decade of jobs focused on customer service, let me tell you right here, RIGHT NOW — EVERY CUSTOMER IS IMPORTANT.

Now, before we begin, here are some other things I should let you know:

1 — The customer is NOT always right. But when they're not (and these moment are RARE), it's up to you to steer them in the right direction.

2 — Giving good customer service is NOT EASY. Competing with similar businesses aside, if you want loyal customers who will come back for more of what you're providing, you have to go above and beyond expectations. You are in charge of manufacturing a memory that the customer will associate with you and share with their friends. Do you REALLY want this to be a negative one?

3 — Treat the customer as YOU would want to be treated! Or even BETTER than you'd want to be treated! If someone has come across you for the first time, you don't want them leaving having just had a 'good customer interaction' — you want a 'great customer EXPERIENCE'!!!

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Filed under  //   2k11247   customer service   tips  
Views // Posted May 13, 2011
// 3 Comments
 

The good, the bad, the ugly.

So a little annoyed with Apple today.
 
I asked for people to give me Apple store gift cards for Christmas and birthday gifts over the last couple of years - this was so it would make it easier for people so that they wouldn't need to go online and get confused with getting a giftcard for the online store.
 
I went in to the Apple store today to see how customizable the computers are in-store, and they only do RAM and matte screens.
 
Which SUCKS, because I wanted to upgrade to a 3.06 GHz processor on the top-of-the-line 15" and a faster hard drive.
 
I guess the silver lining is that getting a replacement hard drive doesn't void AppleCare, so I can always change it down the road if needs be. Just a little annoying that I'm being hampered from getting my "dream machine", but I suppose I'll end up saving about $350 and still have a good amount of power (it'll be 2.8 GHz).
 
I also picked up some trades at lunch:
  • Usagi Yojimbo vol. 20: Glimpses of Death
  • Usagi Yojimbo vol. 21: The Mother of Mountains
  • The Boys vol. 5: Herogasm
  • The Immortal Iron Fist Vol. 5: Escape from the Eighth City
I foresee great reading in my weekend!
 
And in a total show of faith in customers, the guys at the Hairy Tarantula gave me a copy of Usagi vol. 19 to hold on to when I complained that the copy I had had 8 pages misprinted and put in upside down. All I need to do is bring the misprinted copy in the next time I'm in. That's pretty awesome customer service.
 
All in all, a fairly productive lunch. I'll eat later - my lunch is actually defrosting on my desk.

Filed under  //   apple   apple store   customer service   hairy tarantula   immortal iron fist   macbook pro   the boys   usagi yojimbo  
Views // Posted November 26, 2009
// 0 Comments