Last night, I was listening to Money News on MTR with Scott Pape (aka the barefoot investor) regarding online shopping and the repeated arguments for online shopping was that as customer service is basically non-existent, you might as well shop online. I found this an interesting point and it got me thinking about the times consumers have received exceptional customer service from an organisation and I was curious to know whether you thanked them for their level of service? As you know the team at Vent2Me are known for raising issues regarding poor customer service, but at the same time we are also known for thanking those organisations who do right by their customers.
It comes down to the fact that if an organisation doesn’t know what you like or don’t like they can’t change or improve their service offerings or customer service! The key is feedback, and the fact that an organisation knows you are happy with their level of service can make all the difference in the world.
Now back to online shopping, I like most Australians shop online for some items as I know they will be cheaper – but there are a few circumstances when I prefer shopping the old-fashioned way and am in fact happy to pay a premium for the item.
1. Good customer service. If the staff of the organisation are extremely knowledgeable, friendly and greet me within a few seconds of entering the store, I will purchase from them. The thing that frustrates me most about online shopping is customers who pester employees for information and then go online and use that knowledge gained e to purchase the item online.
2. Speciality/expensive item. If it’s a speciality item that would be troublesome to repair, I would prefer to purchase the item from a store that has a network of repair outlets and reputable warranty/refund policies. When shopping online keep in mind that there a limited channels for consumer protection and if in doubt or if it’s an extremely expensive item sometimes the safe option is best.
The key to providing good customer service – is just not the responsibility of an organisation’s – customers play an important role, so please if you do receive good customer service acknowledge it, especially in peak times such as the Christmas and New Year break when everyone is already stressed out!
The team at Vent2Me wish you happy holidays for the Christmas and New Year break!
Cents and Sensibility
Julia Taine, Executive Director of Vent2Me, is a marketing problem solver and mentor. A mover and a shaker, Julia sees a niche in an industry, and takes it, by making it her own. Julia started Vent2Me, because people she knew were struggling with their online presence and their digital strategies. Julia knew she could help these people, and so here she is today.