Lance and Kat were discussing a recent customer service issue and what was needed to get to the heart of the matter. Here’s Lance’s experience.
When a part of my son’s Wii U Christmas present (ordered online) arrived with a damaged base-plate, the obvious thing to do was to call the customer service department of the large national retailer, to arrange for a replacement part. Really straightforward you might think. Well not in this case.
Firstly, the person on the other end of the phone said they didn’t do that particular bundle any more so all they could do was give a refund. They explained that I needed to give them a date when I’d be in all day so that their courier could collect the whole bundle.
I explained that my 9 year-old son had already used the Wii U and if I returned the whole thing he’d lose the levels he’d reached on some of the games. I pointed out that I only needed a Disney Infinity base-plate. She replied, “We can’t replace one item, it needs to be the whole bundle. Sorry, but there’s nothing else we can do.”
After pointing out I was unhappy with the customer service, I was offered £20 compensation. Great, eh? That’d solve my issue then.
What happened next may sound familiar to some of you. I complained about the response to my original issue. This time I spoke to someone who recognised what was important to me as a customer. They understood it wasn’t about giving me compensation, or about giving me a refund. What was important to me was the same thing that was important to my son. Once this was recognised, the solution was really simple; a small refund so that I could buy a new Disney Infinity base-plate. No compensation needed.
So what was the legacy of this experience? Well it goes something like this:
- I wasn’t listened to in the first instance
- The member of staff I spoke to didn’t try to understand mine and my son’s predicament
- I needed to call them twice to get an acceptable resolution to the issue
Had the first person taken a bit more time to listen to what was really important to me they’d have been able to resolve my issue. Instead they took the standard option of offering compensation.
We often hear of organisations trying to become more customer-focused. If you want to put the customer at the heart of everything you do, you need to find a way of helping your employees truly understand what’s at the heart of your customers. If you’re not sure how, get in touch with the bunch today.