It’s time to beat the old bad customer service drum again. I know, I’m sick of beating the drum,
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What puzzles me most is if bad customer service is such a death knell for business,
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My latest parable of lousy customer service was actually experienced by my better half while attempting to buy my daughter a pair of basketball shoes. I won’t mention the name of the sporting goods chain store in which the bad customer service took place,
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As my wife waited for someone to assit, the four or five teenagers who had been charged with manning the store stood in a clump at the cash register giggling and flirting with one another as if they were at the prom instead of at work.
When my wife pointed out this fact,
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Needless to say my lovely bride,
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As much as I bemoan bad customer service I celebrate good customer service. It should be applauded and the purveyor of said good customer service should be rewarded for actually delivering satisfaction to the customer above and beyond the call of duty.
So let me tell you the story of my new hero,
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I first met Ken when I went into the store to buy a mixing board for my business that records audio products for the Web. In a nutshell,
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When I got the mixer installed it didn’t work. So I boxed it up and headed back to the store to return it. When I told Ken my problem he didn’t just grunt and give me my money back as so many bad customer service reps would do. Instead he asked, "Do you mind if I try it?"
"Knock yourself out," was my reply, confident that if I couldn’t get it to work, neither could Ken. Ken took the mixer out of the box and went about hooking it up to one of the computers on display. He started pulling power cords and cables off the display racks and ripping them open and plugging them in. He tore open a new microphone and an adapter and kept going until he had the mixer hooked up and working. Yes,
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Ken could have just given me my money back and been done with me,
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I was so impressed that I not only kept the mixing board,
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Now here’s the moral of the story: if you are a business owner who has a gaggle of teenagers in charge of customer service at your store you would be better off replacing them with wild monkeys,
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