How good is your customer service? How easy do you make it for your customers and clients to use your products and services? Do you assume that it’s intuitive and no instructions necessary? Or do you go the extra mile to make sure that satisfaction is guaranteed? And do you make it easy for your customers to contact you? 
I was stomped…my smartphone was ringing…I did not have a clue how to answer it. I saw what looked like a vibrating speaker, so I tapped it, and nothing happened. I missed a few calls that day.
I know you’re thinking, “How stupid could she be?” and maybe you’re correct in thinking so. I got my first smartphone that day, a Galaxy Nexus. It looks beautiful, but didn’t come with an instruction manual. I returned to Wireless Wave where I had purchased the phone, and the patient sales associate, Zo, demonstrated and explained to me that everything is touch and slide.
It was time to set-up my voicemail, so I went online to find tutorials to do so. I carefully followed the instructions, yet nothing happened. I returned to Wireless Wave and Zo couldn’t get the voice message system to work. He checked my account and discovered that the voicemail had not been connected – I hadn’t done anything wrong this time around. Zo is very patient, and he doesn’t make me feel as if I’m bothering him – he gives very good customer service. My satisfaction is important to him because I am his customer.
I love my Nexus phone, and have been experimenting to figure things out, and I have also been watching YouTube videos. But the thing is this, I’d rather read the instructions than watch a video, that’s how I learn, so I’m having a hard time learning how to use my new phone. I’m getting there very slowly through experimentation.
The experience made me think, and I realized that it was a great mentoring moment. Do we communicate with others the way that’s best for them? When we present information, do we do so in a format that our audience consumes the information? When we are mentoring or coaching others, do we assume that they understand us, or do we take time to find out if they understood what we said? How good is your customer service?
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