I experienced really terrible customer service (not from Zappos of course – those folks are golden!) the other day while purchasing candle making supplies and thought this might be a teaching moment. Customer service employees are often underpaid and perhaps disgruntled — making them down right dangerous to your business!
This was an online chat situation. I had a good bit of soap making supplies in my cart but needed help with candle making. I told the person (Tiffany) that I was new to candle making and didn’t understand the designations for wicks. She sent me a chart/graphic that did not match up to the names/designations on the order page. So I asked her again to specifically explain what they meant. (I later surmised that one was in MM and the other in Inches but that is neither here nor there). She responded “kindly refer to the chart I sent to you”. Really? I instead rolled my eyes, closed the chat window and proceeded to another candle and soap making store. If her boss knew that a new customer — an entrepreneurial type customer who already has an outlet to put soap on shelves mind you — had just slipped through their fingers I’m sure they would not be happy.
As a marketer I am particularly offended by poor customer service. Companies spend money marketing and advertising their products — just to have the customer turned away as it were by snotty responses from their live chat team. Ridiculous! Some funds should be budgeted for TRAINING of both customer service and reception. Good folks in those two areas of your company are gold.