Why is Great Customer Service a Surprise?

We've all been there. We bought something, or received a service, and it just didn't work, or work out. Maybe you've called a business for information and gotten squat out of the clueless (or disinterested) person on the other end. Whatever the reason, you're left angry, confused, unfulfilled, or all of the above.

I recently ordered a product online, received my delivery, and opened it--only to find it was the wrong item in the wrong size and too much had been charged to my card. I made a phone call to the company of purchase, and, to my great surprise, was treated to a very positive encounter with a customer service rep.

The customer service rep apologized for the mistake, claimed full responsibility, and assured me I would be fully credited for the mistake in billing. In addition, I was told that the rep would look into this personally, get me the right item, and update me on his progress via email. After all that, the rep then asked what else the company could do to make it up to me, as they valued my business. I jokingly suggested that they could provide me with a 50% off coupon for my next purchase. The rep quickly agreed, and said it would be sent with my corrected item.

You know what? The rep did look into it, did get me the right item, credited me with the overpay, and kept me up-to-date with emails. He also included a 50% off coupon, along with one more for future purchases. Thanks to his actions, there most certainly will be further purchases.

I bring this up because I just read a couple of pieces on bad customer service. Here's a couple of things you may not have known:

• More than half of Americans surveyed said they would try a new brand or customer for better service. (American Express survey, 2011)

• Last year, 67% of customers hung up the phone in frustration when unable to speak to a human being. (Consumer Reports survey)

• While most companies claim they provide “superior” customer service, only eight percent of people agree with these same companies. (Time Magazine)

• Almost all unhappy customers (91%) will not willingly do business with the offending company again. (Lee Resources)

• News of bad customer service is heard by twice as many people as accolades for good customer service. (White House Office of Consumer Affairs)

• While 27 customers may seethe over bad service, only one will complain. (White House Office of Consumer Affairs)

• Consumers claim that customer service agents answer their questions only half the time. (Harris Interactive)

• 82% of consumers in the U.S. said they stopped doing business with a company due to a poor customer service experience. (Techcrunch.com)

• 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. (American Express survey)

One more thing. Have you ever called a place to see if they have a particular item in stock, only to be told no? Did you ever wonder if the person even looked for what you wanted? I thought so. Check this out: