What do you expect from a customer service experience?

We all may have different expectations, but there are more than likely a few common points. We all want it (the experience) to be:

Fast. We hate to go through the proper customer service channels with a problem, only to end up waiting. As consumers, we have options to submit concerns over negative experiences. Often, the business’ website will have a “contact us” button or a customer service tab; some businesses are quick to respond to concerns via social media such as facebook or Twitter. Of course, there is always the telephone. If you can find a phone number for a customer service department, this may be your preferred method. Unfortunately, it’s becoming harder and harder to actually speak with a human when calling these numbers. If you have a question or concern regarding a vehicle at McKenzie Motors, you can call our office – and speak with a human, you can contact us through our website, or you can find us on facebook and express your concerns there. You won’t have to wait long to have an answer to your question or a resolution to your issue.

Accurate. Just slightly more annoying than a business taking too long to get back with you regarding a concern is when the business’ customer service department issues blanket statements or emails regarding products. There have been instances where the response from the business either had nothing to do with the complaint. Sometimes, it even seems as though the customer service department didn’t take the time to read the complaint. Not so long ago, we had an issue with a padlock… it wouldn’t open. When we contacted the manufacturer, they suggested that we return it to the place of purchase or send it in. Clearly, they hadn’t read the part of the email that said that the lock was installed and wouldn’t open. We will listen to your concerns and, if the problem is covered under your warranty we’ll make it right. Even if it’s not covered, we’ll do the best that we can to provide a satisfactory solution.

Thorough. Quite possibly the most important aspect (if there actually is a “most important” among the equally important aspects) is that the business’ actions completely address the concerns. It’s not always possible to make the customer, you, completely happy with the situation. Sometimes, things can be beyond the control of all parties involved. In these cases, the business should take extra care to ensure that the issue has been addressed as thoroughly as possible. This means explaining the steps that have been taken AND letting the customer know, with examples, that everything possible has been done to resolve the issue. At McKenzie, we do that. If not, let us know and we’ll do what it takes to make it right.

If you have any questions or comments, leave them below or find us on Facebook and tell us about your adventures!