I experienced some really kick ass customer service this past weekend at the North Michigan Avenue Apple store. Why? In this particular case it wasn’t because I complained loudest – although I’m sure that would have netted me the same result – it was because I knew someone that worked there and she gave me an inside tip. While I was sitting there having my camera lens replaced on my iPhone, I started to think about why the great service I received wasn’t the norm.
Why do the loudest complainers always get the best customer service?
Why isn’t that level of customer service just the norm. A perfect example is the notorious Comcast – their general customer service absolutely sucks, but if you scream bloody murder on Twitter, they tend to act a little more quickly. I guess what I’m suggesting is wouldn’t we all be a lot more satisfied as consumers if every company went the extra mile BEFORE we get all fired up?
What are your thoughts on customer service?