Support Ops

Learn to be a customer support pro.

  • Episodes
  • Manifesto
  • Best Of

Worst Kind of Correctness Part Two

December 7, 2012 By Chase Clemons 2 Comments

I got a few emails this morning from people experiencing the same kind of “technically correct” service that Mathew described. In every case, it led to a bad customer experience. Take for instance the email exchange I had with a customer a few moments ago.

She had a coupon that expired. Technically, the coupon’s expired and no longer valid. But it’s a coupon for $10 and we’d lose a lot more than just that by saying no. Instead, I credited her account with it and kept going.

Don’t get wrapped up in legalities and technicalities. They only lead to bad customer experiences.

Share this:

  • Email
  • Twitter
  • Facebook
  • LinkedIn

Comments

  1. Marianne says

    December 10, 2012 at 6:19 pm

    Agreed. You’re more likely to make a fan out of a customer by giving them what they need, rather than pointing out how they’re wrong. I had a customer tell us that a piece of content in our app was incorrect. It actually wasn’t, but rather than tell that person how wrong he was, I thanked him for pointing it out and told him to let us know if he came across any more “errors”. He was more likely to walk away satisfied that we listened, rather than disgruntled about being called out on his own error.

    Reply
    • Chase Clemons says

      December 10, 2012 at 10:03 pm

      Great story Marianne! And you’re right – he was just trying to help out. I’d much rather have a customer that wanted to help than one who didn’t even care about using my app.

      Reply

Add your thoughts Cancel reply

A weekly podcast that helps you deliver a better support experience to your customers.

Read Our Guides
Support Kit
A Brief Guide to a Better Email

Find a Specific Episode

Copyright © 2023 Support Ops · Made with Basecamp and WordPress.