I'm a Chump ,ok, but don't treat me like one

Just because I am a chump..it doesn't mean you should treat me like one.



Recent experiences have lead me to think about customer service , and to share my contrasting experiences with various companies of very different sizes and business models.


It would seem not all companies value their customers,even if they say they do .

Some apparently seek primarily to cover their own backs if a customer complains, rather than engaging and trying to build a better basis for an ongoing relationship..

You can show respect even when you disagree with the customer. "Cover your back letters "approved by Lawyers probably won't strike an appropriately customer centric view...

Respond promptly,don't allow a complaint to fester, it becomes tougher to resolve positively.

Listen to the nature of the complaint, not everything can be solved by eg a money off coupon

In short don't treat me , your customer, like a chump, even if I know I did behave like one...

So "Hurrah and smiley emojis "for my small on line coffee supplier and for my favourite on line hotel booking site..who get more of my business going forward.

The "Are you kidding me ? "award goes to the bearers of false " failed delivery attempt " notices...we would both prefer you beaming in packages to my living room by teleportation, but failing that please do at least show up at my door when you claim to...it's bad for my blood pressure.

The "Ugly "service award goes to a car hire company ..you upsold me ,I was a chump ,I complained after I got home ,whilst acknowledging my own "chumpness" and did not ask for anything. It took virtually three months and some chasing to get a reply which said in essence: you signed the papers in three places ,all legal, our people did their job, followed process .. sorry it took us so long to get back to you, peak season and all....chump!

I was a chump on that occasion but they didn't seem to get my frustration and the point I was trying to make about upselling as a business practice... all of which made feel like a bigger Chump.



Your customer service is my customer experience and sometimes forms the defining part of your brand perception; it should be a chance to engage and strengthen your business relationship when things haven't gone well with the customer for whatever reason.


Ps : The online travel portal from whose site I originally hired the car have failed to even acknowledge my complaint, after I reached out to them some two months into my complaint to the car hire company..Won't be using them again either!


Pps : As he grew older I used to tease my Dad about his habit of complaining, and now my kids tease me for the same behaviours ;I hope he would side with me in this case . I miss you Dad.