At Melbourne Airport two months ago I was held on one side of security, while a lady took off her shoes, while my laptop and bag went through the machine. I calmly called out the one of the several guards on the other side, alerting them to the backlog and the risk to my laptop. He told me to calm down. Sure enough, my laptop was crunched, fell off the conveyer and hit the ground. The guard watched it happen. When I got through I asked why he didn’t do anything. “What do you want me to do mate?”.
The day this happened I went to the airport website and lodged a complaint. The response? Nothing. Melbourne Airport customer service sucks. Their website did not even email me a copy of the complaint I lodged – poor web design!
On Saturday night, a friend cut themselves on a bottle which seemed to have a manufacturing problem. I reported the incident through the importer’s website yesterday morning and within an hour they were in contact and providing exceptional service. They took the complaint seriously.
If companies are going to provide customer service access via their website they need to provide service. Service means a timely response. In the case of Melbourne Airport it is clear they don’t understand the concept of service.
At Tower Systems we strive to provide exceptional service every time. Whether or customers contact us by phone, email, through our website or through our software internal support tools we treat every contact the same. Our customers deserve timely and professional service. We don’t let their contact for assistance sit in the ether somewhere hoping it will go away.
Customer service is serious business. In the case of my software company it is at the heart of everything we do.