Customer service is dead — or is it?

Many would have you believe that in the digital age, customer service is dead.

Often we go into a shop and are ignored or feel ignored by the staff. We say to ourselves that we should stick to shopping online in the future, and it reaffirms that we don't need to go into a store — I know I am guilty of this!

However, there are still many items that we have to go into a store to get, try on, or look at first.

Online shopping

It is all about artificial intelligence (AI) and robots doing all the work — or is it?

Everyone is shopping online so there is no need to have actual relationships with our customers!

Not all online stores are run by AI and robots doing all the picking and packing. Many stores have individual people packing your item, adding a handwritten note and preparing it to send.

Great customer service

When did you last receive excellent customer service? Instore or online can leave you wanting to buy more or tell people about your great experience.

Here is my recent experience instore:

Sunglass purchase with my husband. We had not one but two incredibly helpful and friendly staff in this sunglass only store. They pointed us directly to sunglass that would suit him. He tried them on, and they were perfect.

As he needed the lens not to have polarisation, they had to be ordered. No problem. We were advised that this would take approximately three days (it was a long weekend when we went in), and we could have them delivered free or picked up in-store. We chose to pick it up in-store. Between buying and being advised to come in to pick up, an email was sent asking for a review of the customer experience.

It is easy to ignore these emails, but we had had such a great experience we replied accordingly with how happy we were.

My husband was notified and went in to pick up his sunglasses. He mentioned to the same friendly staff that he had filled out the review as it had been such a great experience. The team thanked him and informed him that it makes a difference as they are rewarded with better commissions.

A win for the customer and a win for the staff!

In an era when we have all experienced bad customer service, what are you doing as a business owner to ensure excellent customer service? It is not just the responsibility of the staff alone.

Here is my recent experience online:

Clothing purchase — I do a lot of shopping online, and the experience is constantly varied, but many get it just right.

Experience: I see via a try on video (on Instagram) that a brand I love has new items. The try-on video shows how the items fit, move and feel. I am drawn to a few things and jump on the website to buy.

Free post has the items notified the same day that they are on their way, and I can expect delivery within a couple of days. YAY for me.

The package arrives at the expected time, and upon opening, I find that my items include a small chocolate (yum). The items are wrapped in lovely paper, and a ribbon — a gift to myself and there is a handwritten note thanking me for my purchase. Yes, it was handwritten, and they thanked me for being a returning customer.

Tick, tick, tick on the feel-good online shopping experience.

Bad customer service

Bad service is ultimately a poor customer experience. Your customer or potential customer leaves feeling they will never return and may provide you with a bad review.

Unfortunately, we all have stories of bad customer service and experiences.

As part of this, we may have found retail staff not treated well by their employers. This is, of course, going to produce substandard customer service.

Potentially we can have empathy when we receive bad customer service. Whether from the staff or a business owner, they are experiencing something that we don't know about.

Remember that bad customer service is rarely a personal attack. Instead, it is a reason for empathy, even if you choose never to do business there again because of your experience.

So is customer service dead?

I don't think it is. There are many examples of excellent customer service, and I am sure we can all recount a story, even if it is just your local barista who remembers your order as you walk in.

Tell me your stories of excellent customer service…I can’t wait to read them.

Join Medium for unlimited reading or to earn money writing

If you enjoy reading my content, consider subscribing to my feed.

And if you are also a coffee lover, shout me one too.

Thanks, Kelly