Whatever Happened To Good Customer Service
I discovered a pretty big lump on my breast the other night. Lying on the couch reading in a cold room, I tucked my hand under my armpit to warm it up and found a lump floating around my breast.
Long story shot… I’m fine.
The lump turned out to be a cyst and I was told to “just live with it.”
But what really stupefied me and got my goat was the poor customer service I encountered.
On Monday I spoke with two women on the phone. I told them both I was “freaking out” and that I had discovered this lump on my breast. On Wednesday I went to my Doctor’s appointment and told the receptionist, a nurse and the doctor the same thing. The Doctor spent a whole five minutes with me and pretty much said, “Yup, you have a lump on your breast and will need an ultrasound to see if we need to be worried or not.” Not once was I given any words of comfort, encouragement or sympathy.
While I was stupefied by their lack of empathy, I kept thinking of how I give 150% better customer service to my automotive clients here at my shop. I probably calm down at least one client per week when they call “freaking out” that their check engine light is on.
No, a check engine light is not a lump on a breast… but it does cause fear in someone who knows it could be a bad thing, and doesn’t have the knowledge to know better.
I always tell them right off, “Don’t Worry. No matter what is going on with your car we can help you. ” Then I ask questions and give them advice depending on what the symptoms are and how scared they are.
Yes, I believe that my auto repair shop is in the “Automotive Health Car” business. I give classes to other shops on How to Give Great Customer Service, maybe I need to branch out and open this up to Doctors and Health-Care professionals.
What does good customer service mean to you?
Join in the conversation!
July 5th, 2008 at 2:01 pm
First of all, even though you found out you were fine, I’m sorry for what you had to go through before you did find out. There is no excuse for the lack of sensitivity you received and I’m glad that you know you deserve better.
Good customer service, for me, means listening, empathising, being courteous and respectful - some of which you did not receive at the surgery. I hope you at least had a close friend or family member you could speak to at the time.
Most importantly, it’s great that you’re ok.
take care…