This Has Never Happened Before

Your telephone provider has lost your payment or the kid at the local mobile phone store has just erased all your contact information from your phone and you hear, “This has never happened before.” Is that any consolation when you’ve just lost all your valuable information? Or is it any consolation if the customer associate can’t find any documents or record of your $200 rebate you submitted twice? What do I want to hear?

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Does this comment further irritate customers or could it smooth out all of the edges? Do I honored as I’m the poor soul affected? Is it time to celebrate or buy a lottery ticket?

Instead of “this has never happened before” perhaps the store representative should say, “I’m so sorry and we will do everything in our power to fix this issue or not let it happen again.” I don’t care how lucky or unlucky I am, I’m just concerned about getting things back to where they were prior to this incident. Have this ever happened before?

Kevin Schwarm

I have over 25 years of professional experience in business, information technology (IT), and customer service. Industry experience in retail, medical insurance, higher education, non-profit, financial services, and property and casualty insurance. Customer focused professional interested in providing value (save time, money and aggravation) by evaluating and analyzing information, services and products with a unique perspective.

3 Responses

  1. Thanks for the comments.

    It’s so important to be sensitive to the needs of your clients — especially when there’s an issue that needs to be resolved.