Customer Service Training Program Guidelines
Show Up and You're Halfway There

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As I write this, I am waiting for a company to return my phone call. I ordered something from them. They shipped the wrong product. I returned it and waited patiently for a while. After a reasonable time I became impatient and, since they didn't "show up," I called to find out when it would be delivered. "Oh, it's been back-ordered."

I am waiting for another company to quote a price on a job I need to be done. Someone came out and took measurements in order to figure the price three weeks ago. I called and left a voice mail message asking when they would have the price figured out. So far, they haven't "shown up."

Last week I had a question about a product I own before buying another. I called the company I purchased it from with my inquiry and was told that they would research the question and get back to me "soon." So far, they haven't "shown up."

I am not inaccessible. Each of these companies has my contact information - telephone number, cell phone number, fax number, email address, everything except my shoe size. I have voice mail for both my telephone and cell phone so they can get the information to me.

While none of these issues is life threatening, it is inconvenient and annoying. I would feel so much better about the companies if they would just "show up" and let me know what is happening, even if they don't have an answer. That way I don't have to wonder if they lost my request, are out of business, or are incompetent. I am quickly losing confidence in all of these companies and am about to do business elsewhere.

Now, the reason why I am about to go to the effort of seeking different vendors is that none of these companies bothers to "show up." Maybe it is fear of angering me. Maybe it is fear of telling the truth. Maybe it is fear of losing the business. Maybe they just don't care. They apparently have never attended a customer service training program.

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