Do you get what you pay for?
The most frequent question that I am asked relative to customer care and service is what consumers should do when faced with a difficult challenge. Reporters, friends and consumers all ask me about options when they are dealing with a difficult customer service issue. What options do consumers have when they are not getting the answers that they need?
Unfortunately, there is no easy answer to this question.Nor is there a one-size-fits-all solution. Websites are available to consumers who wish to search with “tricks” on avoiding IVRs to speak directly to agents.
In reality, the customer relationship is established at the point of purchase. As consumers, we purchase goods and services daily and with these purchasing decisions, we are establishing relationships with companies large and small. The real customer service question is, “How do we, as customers, evaluate service in our purchasing decisions? Do we stop and evaluate a company’s commitment to customer care at the point of purchase as an evaluative tool such as price?” I believe that the answer should be an emphatic “yes!” If not, then we are making a decision long before the customer service issues becomes apparent later in the product life cycle.
As a parent of a three-year-old who has recently been diagnosed with allergies to all tree nuts and peanuts, I have become even more acutely aware of the importance of food labeling and the presence of a customer service toll-free number on packaging. I try hard to support companies that support effective communication channels with customers. For me, it is a source of comfort that the products in my pantry have connection points – whether to the farmers at my local market or to customer care professionals at much larger companies. For me, I know that I might need to find out more information about my food for the safety and well being of my family.
Matthew D’Uva is the President of SOCAP International.
