Customer Service Issues - I am listening….
Greetings DV Gearians,
I usually don’t like to sound negative in my letters but this month I think this is an issue that needs to be addressed. WHAT HAS HAPPENDED TO CUSTOMER SERVICE?
Time and time again I hear stories from customers how unsatisfactory their customer service experience was with other companies.
-I hear how customers request quotes and never get them.
-I hear how awful the communication was with the socially challenged teenage service rep on the other end of the line.
-I hear how people are tired of talking to India for customer support.
-I hear about how impatient the psuedo-intelligent tech support was to the customer, ending the phone call with a sour taste in the mouth.
-I hear about the empty promises made.
-The list goes on……
I was watching the news the other day to see one of the world’s largest computer companies in the world has been slammed with a lawsuit, with complaints about their customer service.
As a business owner and manager I cannot see how companies keep their doors open considering their ignorance to taking the responsibility helping their customers. May I also add lack of conscience?
I would think customer service is simply following the Golden Rule:
“Do unto others as you would have them do unto you.”
We have committed ourselves to become an aggressive adversary to our competitors, providing phenominal customer service and technical support. If a customer asks us a question that we cannot answer, we will simply say “I don’t know”, research and give the correct answer in a timely manner.
My advice to those who are looking for a reliable system for your business or hobby, do your research and ask a lot of questions. There are plenty of reputible integrators specializing in video editing systems. It boils down to knowledge, experience and how you gel with your sales representative. Video editing systems are not cheap and you have every right to make sure you are spending your money right.
Or… You can just call us and save yourself a bottle of aspirin…
Jonathan Holbrook
Filmmaker and Manager of DVGear
Written by Jonathan Holbrook
http://www.dvgear.com
DVGear's Manager of Operations is Jonathan Holbrook who is also the founder of award-winning production company, Tall Taurus Media. Holbrook is a recipient of the bronze Telly Award for a commercial produced for Catholic Comm. Services of Western Washington; Best Feature at the NW Projections Film Festival and Official Selection at the NY International Independent Film Festival for the film Customer 152. Being a multimedia producer himself, Holbrook has an advantage knowing what the DVGear clients are looking for and will be able to find the perfect fit for their needs. After all, creative minds think alike!
