Are we speaking the same language?

08 Mar 2004|Added Value

I’m always looking for a good customer service story to tell. Though, it feels like there are more horror stories out there ever since online customer service became a must-have for big transactional companies.

I learned something about customer service online recently when I was investigating buying a Blackberry that I thought I’d share. In my search for more information about Blackberry’s compatibility with Macs, I landed on a Blackberry Developer’s Forum blog where vehement Mac users were flaming a customer service representative for their ignorant addition to the string of user comments.

Broken down, the blog consisted of five parts – 1) Mac users questioning Blackberry’s compatibility with Macs; 2) Mac users acknowledging Blackberry’s incompatibility with Macs; 3) Mac users suggesting that they would be really, really, loyal customers if Blackberry would please, pretty please, support them in some way; 4) a Blackberry representative stating that, indeed, Blackberry did not support Macs; and 5) Mac users flaming Blackberry for not bringing a useful point of view to the conversation.

If you’ve every worked within or for a large company, you’ll know that the written word is golden, and in most cases, EVERYTHING prepared in a written form needs to be approved by legal – suspiciously, I think “chat” is even controlled in some way. Ultimately, this is the reason it’s difficult to get a remotely tailored response from an online customer service representative when it’s required to be written. No matter how clear your questioning, each response, however neatly crafted and thoughtfully strung together, has been, in some way, approved for prime time.

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