Customer service: What things are important to you?

[Toby]

Hi guys,

We all know about customer service and how it is used as a tool within companies to interact with customers. One of the great things about this community is that the team and I can talk to many of you on a singular and personal level, either discussing things in threads, or via private messaging. We love this about the community and hope you do too.

However, I thought it would be a lively discussion to invite you to post and hear how you all feel about normal customer service (CS); At O2 and beyond in all other cases where you have to speak to an employee of a company.

- What fundamental aspects of customer service are important to you?

- Does a personal touch help, or do you prefer professional and formal tone?

- Does the perceived age or tone of a CS representative affect your mood towards the conversation?

- What things are not done among many CS teams in companies that you think are needed?

- If you had a team of CS representaitves, what would be your one 'Golden Rule'?

I'd love to hear your thoughts. Your insights are always useful and you're a very smart bunch

                                    

                                     jksafelogistics.com

[Beenherebefore]

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@Anonymous wrote:


It really isn't rocket science.

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Which is why I'm puzzled that O2 is asking us. I'm sure O2 has access to many recognised experts in the field of customer service.

If past "consultations" are anything to go by, then whatever comments we make probably won't make any difference.

[jonsie]

They use a satisfaction survey agency hence the 5 sms I get every time I call in.

There's also a survey pop up almost every time  I log into the community....

[Toby]

Thanks for your thoughts here guys, some great points well made.

@jonsie can you let me know which browser you use please? The survey shouldn't keep appearing every time, and I bet that's a little frustrating!

Cheers

[jonsie]

I'm using FFS on the PC and Chrome on the mobiles. I would estimate 9/10 times the survey pops up. I even filled it in once but the perishing thing persists...annoying to the umpteenth  degree😕