Customer service tips

Ok, so, I am going to write this as a "how to improve your company's customer service" post to disguise the fact that it's merely a rant about Currys. Obviously I am going to avoid mentioning I purchased something from the same chain as PC World, because that makes everything that happened my own fault for choosing a company renowned for poor service.

Tip the first

Say a handsome young man walks into your store and orders a new fridge freezer. He then pays 10% extra just to have it delivered at a specific time. This customer is telling you something very important about his priorities: his time is worth more to him than that amount of money. This is very useful information if you want to keep him happy as a customer.

Tip the second

If you are going to use technology, use it wisely. If you have a "when will my stuff be delivered" section on your website, have it detect when the estimated delivery time has elapsed. If it has elapsed, offer the customer a contact route, remember, at this point they are likely frustrated.

As with the website, if you offer a phone service with a "if you are phoning about a delivery press..." service, if the delivery time has elapsed put the customer through to a representative, don't leave them with a constantly looping message telling them their item will be delivered at some point in the past.

Tip the third

Be helpful. I personally don't care how many times someone from a call centre tells me how sorry they are to hear I have an issue. I may be cynical but I am yet to be convinced of their genuine nature. This feeling is compounded when the person who is very sorry is also incapable or unwilling to be even remotely useful. I want to know when my item will be delivered and I also want a refund for the service I paid for and didn't get.

Tip the forth

Don't say stupid and annoying things which are not true. "I will fix this for you immediately":

• That statement should not be followed by on hold music.
• In my case, it would involve time travel.
• "Fixing it" does not involve explaining why my delivery is late.
• "Fixing it" does not involve not being able to give me a new ETA.
• "Fixing it" does not involve not being able to give me a refund.

Tip the fifth

Make getting a refund easy. If someone pays money to save their time, making it difficult and time consuming to get a refund makes them feel cheated. Empower customer service people to give unhappy customers what they are looking for and entitled to.