The Customer Is Always Right

We have all heard of the saying the customer is always right. In customer service this is true even if you think the customer is wrong. I think a big part of customer service is making the customer feel that you have done everything to satisfy them. The companies that rate the best in customer service do their best to insure their staff is dedicated to that task. Cellular Solutions took a big hit in the customer service area.

I bought a new cell phone from EBay a couple months ago. I was in the transition from moving and I lost my charger to the phone. A friend and I went to the mall to get a charger for the phone. We didn’t want to get the charger directly from the cell phone company because it would be a little bit more expensive. To make a long story short, the charger didn’t work for the phone. We tried to charge the phone for about one week. In their defense, they did post a no refund policy. However, it couldn’t be seen unless you were right up on the sign. We brought the charger back to get either a refund or an exchange. We showed the sales person the charger and the phone. He plugged the phone up to the charger tester. I tried to show the sale person that even though the phone said battery charging the phone wasn’t actually charging. The sales person went on to say that he couldn’t do anything for me. He also accused of me of breaking the charger before I brought it back. There was several customer service lessons learned from this situation that will also apply to secret shopping business.

First, the sales person didn’t listen to the problem that I was having. He was too concerned about proving that charger did work. He also was unprofessional when he accused me of breaking that charger and bringing it back just to get a refund. I understood the no refund policy but he offered no solution to satisfy the customer. I believe when you work in customer service, you should always be professional. I believe that you should always try to make the customer feel that you have done everything possible to satisfy the situation. Cellular Solutions was represented in a bad light from poor customer service from one sales person. You should be careful of how you represent your company because word of mouth can really go a long way to make or break a company’s reputation. Every sales person can take advantage of their own good and bad experiences to improve their sales techniques.

Expert customer service will nearly always result in sales increases no matter if you are selling cell phones, storage units or mystery shopping.