With Christmas being just a few weeks ago I’m sure we’ve all had our fair share of customer service experience. November to January are probably the busiest months for franchises like Argos, Very, Asda etc.. all in which (in my opinion) offer great customer service. CCSN have released the following info-graphic with stats about what people look for when receiving customer service. The majority of people said that the ideal customer service would be where you can easily contact them directly and I completely agree. It is so much easier to ring up, tell them the problem and fingers crossed they’ll be able to resolve it there and then. However, it’s not always that easy. Sometimes websites don’t have a visible customer service line and that can be frustrating for an upset customer which often leads to more frustration with the company. CCSN are a website that help you find the correct customer service number for pretty much all companies with just a tap of a button. All you have to do is search for the name of the company you’re looking for, for example Asda and it comes up with the direct helpline, opening hours, website & address with an explanation as to how much it’ll cost you per minute to phone that number. Amazing.
Do you not think that customer service is so much better now that we’re more developed in the digital age? 45% of people asked agreed. I’ll tell you a little story; A few weeks before Christmas I booked our Asda delivery slot and ordered our shopping there and then. I didn’t want to leave it until the last minute and have to brave the shops where I’d have to fight with someone over a bag of 20p carrots. My anxiety heightened just at the thought of going so I stayed up until midnight a month before booking our online Christmas shop. A month flew by and on the day of our expected delivery I checked the app to see what time it was arriving. The app said “Unfortunately we’ve had to cancel your order as we’ve been unable to take payment.” As soon as I saw this message on my screen, I panicked. ‘Oh my god, I’m going to have to fight with someone over a bag of 20p carrots’ ‘There’s not going to be any pigs in blankets left, what the hell am I gonna do?!’ My anxiety hit the roof. I was so confused, we had enough money in the bank for our order to be processed so what’s going on with our shopping? We rang the customer service helpline which was very helpful and they reassured us that our shopping was still going to be delivered despite what the app said. We moved money into a different account and changed the card details on our Asda app but they soon discovered that it was their fault and apologised for causing so much stress. Asda often substitute my products but you can’t fault them, they always refund if they get something wrong and they’re always very polite & helpful. My experience with Customer Service is generally quite positive.