One key to great customer support

This morning my notebook’s battery died an ignominious death, and I had to hurriedly procure a new one. Not a good start for the day.

I called the vendor’s customer support center, and plodded through the Interactive Voice Response (IVR) menu, fully expecting a harrowing experience. Instead, I was routed to a service rep who gave me the information I needed (well, it was not rocket science after all) but did it in a manner that completely undid the bad mood I was in. It’s hard to put a finger on it, but she was cheerful, confident, friendly, and really conveyed the feeling that she was proud to be able to solve my problem, and solve it fast. Basically this woman was transmitting good service vibes, and the positive mood was contagious.

I suppose it goes to this particular rep’s character and style, but the difference from service reps I usually talk to anywhere was impressive. The others were polite (or not) and doing a job; this one was enjoying it. What a difference this can make in the user experience!

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