Comments on: Just Fix Customer Service… http://www.eliasonfamily.info/blog/?p=871 A fun place to share thoughts on topics in my life! Wed, 01 Sep 2010 12:40:52 -0700 http://wordpress.org/?v=2.8.6 hourly 1 By: dutch http://www.eliasonfamily.info/blog/?p=871&cpage=1#comment-1457 dutch Tue, 24 Nov 2009 06:52:22 +0000 http://www.eliasonfamily.info/blog/?p=871#comment-1457 Hi, I noticed the past, present and future states map somewhat to the way a customer perceives customer service as part of some expectation, real or not, for what is paid for a product. Psychological war between customer and service provider being the low and happy customer the desired norm. I bring psychwar into the mix because I live a lovely person up to the moment the Ravens football game starts. At that time the toleration level for any problem is zero (00). Me? I put up with some flakey screen moments, however, will speed dial (#1) The Center when I get less than constant bit stream on the internet side. Expectation is always in the eye of the beholder, they say. {interlude} fix chair, check college basketball scores, backup text in case browser dies, fetch another tea. {/interlude} The social part is the glue holding customers to the service (products too) Tools such as Twitter allow interactions that tend to defuse the psychwar before it grows or even starts. It is pretty darn hard to call The Center and say, "Hi did it rain on your beach weekend?" Not done. The little non-fix-my-stuff Tweets paint a small town with people in in it not just paper dolls. An uncommon example I have to tweet a couple of photos of a menu I saw. The picture will not only documents it existed (defuse psychwar tactic, "That could never happen. Are you sure it is our equipment?) Resulting in a van with tech visiting to verify. Everyone wins if that truck visit is not needed. Meanwhile back at football-land the wife wants her deity to intervene because CC will not turn off. Not happening because I turned it on forever. Sorry call center for that call you will get if i am away. later, dutch Hi,
I noticed the past, present and future states map somewhat to the way a customer perceives customer service as part of some expectation, real or not, for what is paid for a product. Psychological war between customer and service provider being the low and happy customer the desired norm.

I bring psychwar into the mix because I live a lovely person up to the moment the Ravens football game starts. At that time the toleration level for any problem is zero (00). Me? I put up with some flakey screen moments, however, will speed dial (#1) The Center when I get less than constant bit stream on the internet side. Expectation is always in the eye of the beholder, they say.

{interlude} fix chair, check college basketball scores, backup text in case browser dies, fetch another tea. {/interlude}

The social part is the glue holding customers to the service (products too) Tools such as Twitter allow interactions that tend to defuse the psychwar before it grows or even starts. It is pretty darn hard to call The Center and say, “Hi did it rain on your beach weekend?” Not done. The little non-fix-my-stuff Tweets paint a small town with people in in it not just paper dolls.

An uncommon example I have to tweet a couple of photos of a menu I saw. The picture will not only documents it existed (defuse psychwar tactic, “That could never happen. Are you sure it is our equipment?) Resulting in a van with tech visiting to verify. Everyone wins if that truck visit is not needed.

Meanwhile back at football-land the wife wants her deity to intervene because CC will not turn off. Not happening because I turned it on forever. Sorry call center for that call you will get if i am away.
later,
dutch

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