Google “Gets” the Customer Experience Through Service
I’m sure that Google is under impressed with my internet skills. I’ll start right off by saying that I am certainly no “techie” and that any errors that you find on this site are likely going to be “operator error.” Me being that operator.
That being said, I ventured off into the world of “techies” to write some articles and needed to find some keywords to capture my target audience. In the process, it appeared that when I signed into Google to use their tool, it required me to create an ad. I don’t do ads for my business and was not interested in that at all. After spending about 30 minutes trying to navigate the site, watching the instructional video, and extreme frustration setting in, I finally contacted Google at their contact number.
After going through about 4 different automated attendant menus (which I can’t stand) I then waited for the customer service rep for about 2 minutes. Based on the auto attendant process, I was prepared to have someone be very aloof, indifferent, and even a bit condescending to me about my lack of internet programming knowledge.
I couldn’t have been more impressed with the empathy and caring nature of the Google CSR that took my call. She completely empathized with my situation and assured me that she would walk me through the process without me having to create an actual ad. With her help, I was able to get the help that I needed and I was on my way. I was even so happy that I mentioned how impressed I was with her help to my husband later that day and so relieved that it was such a pleasant experience when I was expecting a painful one.
My point is this… Business owners should make it easy for their customers to ask for help and assistance. Not everyone knows how to use the products and services they purchase and help should be easily available. Customers cite many occasions when they look for assistance but are either unable to find it or are so frustrated by the process, they just neglect the purchase and vow never to do business with that company again.
This dilemma knows no boundaries. It doesn’t matter if you are a small or large businesses, corporation or “Mom and Pop” shop, financial institution, fast food vendor, pet store, or medical office. Your customers will ask for help. It’s your responsibility to give it to them… with kindness.