Good Customer Service Is A Winner

Finger-wagging. A definite customer no-no.

The fact is that while “good customer service” is talked about non-stop, we rarely hear about being a good customer. While no one expects you to be a wallflower or have your rights downtrodden, it’s pretty clear that wagging your finger (even unintentionally), swearing, yelling, displaying intimidating behavior or chronic complaining all amount to being a bad customer.

Then there’s those customers who may not be acting illegally, but are definitely unethical, such as those who swap sizes of tops and bottoms of an outfit to match their body-type; wear an outfit and then return it the next day, try to return an item locally that was purchased overseas, or try to return an item so they can buy it at a cheaper price at another store.

Retailers are increasingly using technology to filter out these bad customers by identifying and tracking them. Retailers like Staples in the United States are using a device called the Return Exchange Verify-1 to record a consumer’s name, address and age, as well as details of a transaction to store this information in a database. Therefore, should the consumer return items again and again the clerk may be alerted and refuse to accept the merchandise. In this way, they are catching out shoplifters, price-tag switchers and other fraudsters.

But just as retailers are filtering out the bad, they’re focusing on rewarding good customers. Airlines offer free flights and other rewards to frequent fliers and have separate check-in lines for first-class. Boutiques offer discount shopping nights and advance notice of sales to registered customers. Insurance companies have lower premiums for low-risk policyholders. Many stores in Bermuda also offer discounts to customers who pay their bills quickly and offer targeted marketing such as offering a free service or product to customers on their birthday.

But it’s not just about what you can “get” from being a good customer, it’s about what you’ll avoid; most notably, having to call Consumer Affairs to help mediate a dispute with a retailer. Good customer service is about knowing your rights and responsibilities as a consumer, and being professional in your transactions with retailers.

Your rights and responsibilities are many, but the key ones that consumers tend to neglect and get in trouble with are: 1. Refunds and exchanges are determined by store policy, unless the product is defective, in which case you are entitled to a replacement or refund; 2. For warranties to be valid, you must meet service provisions outlined in your warranty agreement; 3. Get a quote and a contract for any service you hire or you’ll most likely pay more than you expect and you may need to seek redress in small claim’s court if something goes wrong.

Being professional means being polite but firm in voicing your complaint and using appropriate body language. Being a good customer isn’t just about ensuring good karma for yourself; the fact is that the retailer or service provider may have the law and the resources on their side, but you’re more likely to appeal to their desire to retain a good customer and extend good will towards you when you’re unsatisfied.

The fact is that in most cases, if you don’t like the store policy or the tradesperson’s conditions of service you can easily go elsewhere. So unless you’re planning to give good customer service, don’t expect it back.