No, I Can’t Help You No Matter What You Need

A big Marketing Hall of Shame award goes to the customer service rep at ComputerShare who told me this morning that she couldn’t help me–as soon as I got on the phone.

“How do you know you can’t help me, before you know what it is I need done?” I asked. “How about if I tell you what I need and THEN you tell me whether or not you can help me.

Lo and behold, two of the three issues I had she was able to help me with immediately. Imagine that! (On the third, she left me on interminal hold so I eventually hung up.)

What good does it do to jump to conclusions before finding out what the customer really is looking for to start?

In cases like this, “customer service rep” doesn’t really fit. It should be “customer disservice department.”

This entry was posted in Hall of Shame and tagged , , . Bookmark the permalink.

One Response to No, I Can’t Help You No Matter What You Need

  1. What a powerful story! That’s why companies need to hire customer service people who like helping people, who have a brain, and who have good listening skills. Great customer service can be a far better marketing strategy than the best advertising campaign.

  • Upcoming Events

  • What’s New

    Article: It's All About the Message: Lessons from This Week's Midterm Elections. Linda Popky analyzes the mid-term election results on Commpro.

    Podcast: "We Built This City" - Linda Popky shares stories about her 40+ years in tech marketing in Silicon Valley. She says, "Don't ever listen to somebody who tells you you can't do something." - Listen!

    Podcast: Interview of Linda Popky about Using Friction to Improve Your Marketing by Gene Hammett on Leaders in the Trenches.

    SAC® Press Release: "Successful Businesses Leverage Culture to Get Results" - Linda observes that brands don't create cultures - they reflect culture that already exists. – Read release.

    Podcast: Linda Popky interviews Rick Steele who shares insights he's gained from a starting a series of businesses - from Beanie Baby collecting to online mortgages to window fashions. - Listen.

    Take our Marketing Above the Noise Assessment.

    Video: Just a Moment for Marketing: The Cost of Hidden Friction. Bring friction to the forefront to manage it better. – View the video.

    NEW eBOOK: Top of Mind: 101 Insights to Transform Your Business
    Purchase PDF or ePub book.
    Top of Mind

    Book Video Trailer How can your message be heard in today's crowded, chaotic environment? Learn more about Linda Popky's new book, Marketing Above the Noise: Achieve Strategic Advantage with Marketing that Matters, in this short video trailer.

    Harvard Business Review: "Identify the Marketing Metrics That Actually Matter" by Linda J. Popky - Read article

  • Read Our Blog

  • Subscribe to the Top of Mind Thursday Newsletter

    Free articles download with sign up
  • Marketing Above the Noise

    Introducing Dynamic Market Leverage™, an approach to help cut through the clutter, stand out, and effectively build business.

    Marketing Above The Noise

    What's Inside Available in Hardcover and eBook formats