Friday, 28 September 2012

Thought Picnic: No Vexatious Customer


It is important
Looking at issues to do with Problem Management some things are becoming quite evident. Seth Godin in his short blog a few days ago asked the simplest customer service frustration question of all saying, “why is it not as important to you as it is to me?
This exemplifies the sense a customer has of a problem not being given the kind of attention, importance, significance and urgency the customer believes their complaint should have.
Feel my pain
For good measure it is when the customer senses when interacting with a human face that represents the possible solution to the problem that there is no empathy as if the service provider is indifferent, nonchalant or just irresponsible.
This is evident in words of conversation, responses or action predicating a refusal to take ownership of the problem such that the customer is left to feel there is no solution in sight.
The rage against indifference
The customer can adopt one of many approaches but the hardest one to adopt is appealing to the good nature of an apathetic service provider.
Some customers will however seek ways to bring about a desired response and resolution with tools within their means.
Beyond lethargic ombudsman engagement systems to expensive legal redress which all involve third-parties, the customer can now engage social media in the quest to have their problem managed and solved.
Getting even and listened to
It gives the customer the leverage and clout they once did not have where service providers have poor problem resolution processes and worse still, personnel who have no reputational stake in putting forward a professional face for themselves and the organisation they work for; we are left at the mercy of the presumably heartless.
Social media can at once be both aggressive and effective. Many have put it to good use and organisations are slowly relearning the hard lesson of the customer being king.
On blogs, on Twitter, on Facebook, and on YouTube, the customer is demanding a responsive, friendly and empathetic service in words that read like - "I am not a vexatious customer, just one with a requirement I expect to be met." 

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