Everyone has a story to tell. A story that comes pouring out
when the conversation is centred around customer service. Service experiences can
turn a quiet person into a great raconteur. The more disconcerting the experience,
more passionate and intense the story. Strangely, stories on positive service
experiences are short and crisp and are not accompanied by the emotional
intensity of the former. All it takes to bring out this outpouring of
discontent is the simple question-What has been your most recent experience
with your favourite brand? The story of a credit card that was issued after 1
year of application, a botched credit of a high value cheque, the airline
refund that never came, the distasteful experience at your favourite fine
dining restaurant, and the list goes on. If there is one experience that I have
had consistently on asking this question, it is this-that everyone has a story
to tell. A story with a definite villain-the big brand that broke your trust. I
bet every one of us, at some point of time, have had a bad service experience
which left us with a bad taste-a feeling of helplessness, a strong urge to go
forth and switch to another brand. What is your first instinct when you are
going through these bouts of emotions as a result of indifferent and bad
service? Post the experience on Facebook, write a review on one of the top
review websites, right? Wrong. The first thing on your mind is resolution to
your problem and the last thing on your mind is seeking popularity through
social media. Social media is your last resort when all else fails. You want
your grievance to be resolved in the fastest possible manner by someone who is
empowered to take a decision. Service is almost like an invisible element in
your experience till something goes wrong. It is precisely at this moment of
time, moment of truth if you will, that you need to bring it to the attention
of the brand custodian for a quick resolution. As you can see, everyone has a
story to tell. So what’s yours?
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