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02-07-2020, 03:29 PM
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#1
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Senior Member
Join Date: Mar 2016
Location: Portland, OR.
Posts: 109
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What constitutes good customer service?
I asked previously about poor customer service now the other side of the coin. What do you think constitutes good customer service?
Feel free to post an example.
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Remember, we are all good at something... I happen to be a good bad example.
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02-07-2020, 04:14 PM
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#2
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Community Moderator
Monaco Owners Club
Join Date: Jul 2016
Location: Central, Arkansas
Posts: 11,202
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Requirement 1 : Have a human answer the phone.
Requirement 2 : Have that human speak clear English.
Requirement 3 : A trained english speaking human that has enough knowledge to listen to and answer basic questions without reading from cue cards.
I can work with whatever the result after that but if those three conditions aren't met I usually just hang up.
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2004 Beaver Monterey Laguna IV
Cummins ISC 350HP Allison 3000 6 speed
2020 Chevy Equinox Premier 2.0t 9 speed AWD
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02-07-2020, 04:31 PM
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#3
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Senior Member
Join Date: Jul 2014
Posts: 1,535
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Disney. It’s a benchmark that’s not perfect, but a gold standard. The real answer is how they motivate massive number of marginally paid hourly workers to deliver.
__________________
Taking in the sights with our Trolley ...but life is always better under a Palm Tree
2019 Jayco Embark (Entegra) 39T2. - our Trolley
2019Jeep Cherokee Latitude, Western New York
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02-07-2020, 05:05 PM
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#4
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Senior Member
Tiffin Owners Club
Join Date: Jul 2016
Location: Where we park it!
Posts: 13,145
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Quote:
Originally Posted by spdracr39
Requirement 1 : Have a human answer the phone.
Requirement 2 : Have that human speak clear English.
Requirement 3 : A trained english speaking human that has enough knowledge to listen to and answer basic questions without reading from cue cards.
I can work with whatever the result after that but if those three conditions aren't met I usually just hang up.
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I could not have said it better.
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momdoc
2018 Tiffin Allegro RED 37PA
2020 JEEP Trailhawk
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02-07-2020, 05:08 PM
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#5
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Senior Member
Winnebago Owners Club Ford Super Duty Owner
Join Date: Sep 2010
Location: Chicagoland
Posts: 2,748
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Communication and transparency.
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Burns & Diane
2005 Winnebago Aspect 26A/2012 Subaru Impreza toad
Illinois! - Where the politicians make the license plates......
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02-07-2020, 06:09 PM
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#6
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Senior Member
Join Date: Jan 2007
Location: Bermuda Islands
Posts: 1,459
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Quote:
Originally Posted by spdracr39
Requirement 1 : Have a human answer the phone.
Requirement 2 : Have that human speak clear English.
Requirement 3 : A trained english speaking human that has enough knowledge to listen to and answer basic questions without reading from cue cards.
I can work with whatever the result after that but if those three conditions aren't met I usually just hang up.
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BINGO!
__________________
Home: Bermuda
US RV base, MD
2007 Alpenlite 34RLR
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02-07-2020, 06:32 PM
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#7
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Senior Member
Join Date: Sep 2015
Location: Urbanna, VA
Posts: 1,154
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Quote:
Originally Posted by spdracr39
Requirement 1 : Have a human answer the phone.
Requirement 2 : Have that human speak clear English.
Requirement 3 : A trained english speaking human that has enough knowledge to listen to and answer basic questions without reading from cue cards.
I can work with whatever the result after that but if those three conditions aren't met I usually just hang up.
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AMEN!
It is a low bar these days.
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02-07-2020, 07:07 PM
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#8
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Community Administrator
Pond Piggies Club LA Gulf Coast Campers Outdoors RV Owners Club Entegra Owners Club Skyline Owners Group
Join Date: Mar 2002
Posts: 40,507
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For me, good customer service is being willing to listen to my issues, actually fix the issues or admit you are unable to do so (not saying you fixed it when you didn't/couldn't) & be willing to go above the minimum to help resolve my issues.
Example: On our prior Bounder, we had a slide motor crap out less than a week before we were to leave on an extended vacation. Yes, we could've gotten by with the slide in, but it would've been inconvenient. Our dealer's parts guy told us they'd have to order it & it'd be 7-10 days before it even came in, assuming it was in stock from where they ordered. The service manager stepped in & located a similar era Bounder in their for sale inventory at another location & sent a tech to go get the slide motor out of that one. On our way out of town, we stopped by & in less than 2 hours we were on our way with that replacement slide motor. THAT, to me, was REAL customer service. On our way home from vacation, I brought the crew some fresh baked rolls from Rise N Roll in Middlebury & a small gift card for the service mgr.
Lori-
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Lori (& Dave, my spirit guide) - RV/MH Hall of Fame Lifetime Member | My iRV2 Photo Albums
2016 Phoenix Cruiser 2350S, 2018 Phaeton 40IH,2006 Bounder 36Z, 2004 Cougar 285EFS, 2000 Aerolite 25FBR
There is great need for a sarcasm font.
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02-07-2020, 07:11 PM
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#9
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Senior Member
Texas Boomers Club Holiday Rambler Owners Club
Join Date: Jun 2002
Location: What? Like right now? ;-)
Posts: 1,302
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its like p0rn,, you know it when you see it.. and its somewhat subjective. But being responsive is #1
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2003 Scepter 40PDBB - Roadmaster RR8S - Cummins ISC350 - purch aug16
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02-07-2020, 11:04 PM
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#10
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Senior Member
Join Date: May 2019
Posts: 1,211
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1. An actual human needs to answer the phone. I don't mind an automated system that asks if I need sales, service, or the operator though. If it's going to be automated, make it simple, and always give me the option to just talk to a human who can direct me to the right department/other person. Honestly, labor is cheap. Hire some kids fresh out of high school to answer phones and direct people to the correct department.
2. A human that speaks English as a first language! If your accent is thicker than peanut butter, you can't help me no matter how eager you are simply because we can't understand each other. Obviously, this doesn't apply in non-English speaking countries. If you're in France, then get people who speak French as a first language.
3. Pay attention. I can't count the number of times I've had to tell someone in customer service to stop reading from their script and just pay attention. At least half the time, the person I talk takes way too long to figure out what I'm actually calling about. If I've reached the point where I call customer service, I've already made sure it's the correct size, unplugged it and plugged it back in, and removed all unnecessary peripherals, and blown out the back of the cartridge (original NES anyone?), etc. I've even Google'd the problem a few times. My Google Fu is strong! If it was an easy fix, I wouldn't have called.
4. Don't lie. This one should be automatic, but it's not. If you tell me one thing at the beginning of our conversation, then the exact opposite a few minutes later, Houston, we have a problem. Don't just tell me what you think I want to hear, actually figure out the answer and tell me that. Or at least tell me that you don't know. I'm much happier with "I don't know" than I am with a completely made up response.
That's really all I'm looking for. A native English speaking human who pays attention to the problem and doesn't lie to me. I don't think that's too much to ask for.
__________________
2014 F350 DRW 6.7L CC FX4 King Ranch Ruby Red Metallic 158,000 Miles 4,450 Hours
2018 Cherokee Grey Wolf 29TE | Because I'm home, no matter where I am.
2018 Honda CB650F | Because the truck leans the wrong way when I turn.
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02-08-2020, 02:27 AM
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#11
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"Formerly Diplomat Don"
Newmar Owners Club
Join Date: Apr 2005
Location: Moorpark, Ca.
Posts: 23,914
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Good customer service is when YOU feel that you were treated courteously and fairly, even if your issue may not have been resolved in your favor.
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Don & Mary
2019 Newmar Dutch Star 4018 (Freightliner)
2019 Ford Raptor
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02-08-2020, 06:05 AM
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#12
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Senior Member
Join Date: Aug 2013
Location: BC, Cariboo, Lower Mainland.
Posts: 2,293
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Lots of comments on “English speaking” .
I can say that calling some southern states I get English proficient responses that are hard to understand because of accents. I might have to ask the person to repeat themselves.
Are we all sure that we are aren’t letting our own personal biases enter into the discussion?
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2022 25FKBS
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02-08-2020, 07:27 AM
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#13
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Senior Member
Join Date: Mar 2019
Posts: 170
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Quote:
Originally Posted by WDW
Disney. It’s a benchmark that’s not perfect, but a gold standard. The real answer is how they motivate massive number of marginally paid hourly workers to deliver.
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Not trying to change subjects. I'd say you are correct about disney.....a few years ago. Not so much now.
I'm a pass holder, DVC member. And family are employees in WDW ( Walt Disney world)
I stay in every resort from value to deluxe.
Service has declined much over the few years.
I get better service at universal now. And at the hotels in universal too.
Hopefully our new president of wdw resort will get things back.
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02-08-2020, 08:28 AM
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#14
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Senior Member
Join Date: Mar 2011
Location: New London, NC
Posts: 299
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Quote:
Originally Posted by rlott2k
Lots of comments on “English speaking” .
I can say that calling some southern states I get English proficient responses that are hard to understand because of accents. I might have to ask the person to repeat themselves.
Are we all sure that we are aren’t letting our own personal biases enter into the discussion?
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We have accents?
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