The Gulf Between Customers And Customer Service People

Why don't you just answer my question? We have answered your question in the last email.

Why don't you just send me my order? Your order is in the processing phase and will be shipped out soon.

Why don't you tell me there will be import tax? The import tax is decided by the custom and we have no idea of it.

Why don't you go to hell? Thanks for your kind understanding and support.

As a customer service representative, these are normal conversations I have with my customers everyday. It seems like customers and customer service people come from different planets. We just don't understand each other. And it is even strange that we depend on each other while we hate each other.

Customers sometimes don't believe that we can be helpful but they like to bother representatives over and over again. We customer service people sometimes think customers are being ridiculous by giving us low ratings, but without their crazy questions we are out of job. So I can not stop wondering what makes the huge gulf between customers and us. I do not really know the answer, but I do have some tips for customers that will make their communication with us much smoother.

1. We are just workers in a company that has many rules and policy we have to abide by. So do not think we can do whatever you ask us to do because we are not superman or superwoman.

2. The most important quality of customer service people is to keep promise. So do not ask us to make some promise that we can not keep. If we can, we will assure you.

3. If you do not get what you want from the company, do not blame us. We do not run the company.

I understand that the conflict between customers and customer service will last as long as both of us exist. I am not sure whether my tips are helpful, but I hope there will be fewer hard feelings and more pleasant communication.

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