📅 Thought for today:
‘Customers long to interact with — even relate to — employees who act like there is still a light on inside.’
— Chip Bell
#thoughtfortoday #service #customer #useless #experience #inconvenience #customerservice #customerexperience
Not a work thought today, something else.
In recent months I have cancelled a subscription with eBay.
Their “mandatory option” to give them direct access to my bank account and a free-ranging mandate ended my long relationship with eBay as a seller.
Yet they still charged me the subscription even though cancelled.
After a chatbot gave up, I ended up chatting to a nice man who eventually refunded the subscription.
It is so surprising that these large companies do not understand that there is more to good service than their convenience.
Amazon recently gave me a return label for an item with a Slovakian address – one line no postcode.
Royal Mail refused to accept it. Amazon said, “go to a post office”.
All this after a long conversation on online chat.
I returned it to their UK address, they didn’t refund me, I complained, they refunded me, I think less of Amazon.
And so it goes on.
The price of convenience for the seller is simmering dissatisfaction for the customer.
I am not angry or worked up, I just choose to avoid them.
They don’t notice I’ve reduced my activity.
There is ample evidence that customer service is the true brand differentiator.