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Engineers are the best customer service people,what is your views concerning this?
How to you rate in solving problem?
What about creativity?
How fast to they response to the problem?
There are two ways of looking at this. If we include internal customer service, where the main issue is a technical solution, then, yes, I have seen engineers who excel at customer service.
If we are talking about external customer service to consumers or to business clients, then engineers don't do as well as professionally-trained customer service representatives. There are two reasons for this. One is simply that they are not trained in listening and communications. So, if you want to use engineers for this type of customer service, give them some customer service training!
The second issue is that most people have a basic personality at work oriented either towards people, data, or things. People oriented towards data and things, and working with precision, tend to go for engineering. They may not naturally have the people skills of someone in customer service.
The best solution I have seen was at Hewlett-Packard many years ago. When a consumer (me) had an unusual problem, they immediately arranged a team call with a CS rep and an engineer working together. My problem was solved, and the engineer was informed, so that manufacturing process could change to eliminate all future occurrences of the problem.
In India the CS depends a lot on who heads the CS.
I have A/C's of TaTa they are good but their Photon+ service is so poor as they do not have good service engineers knowing the way it must work.
Videocon TV is good.
IFB is good.
Govt Telecom and BroadBand of BSNl is worst.
All Laptop makes do not have customer service here in my place and in Bangalore my nearest place they do not bother ( All Laptop Makers ).
Godrej Refrigerators do not need any service life long I have it for35 years working non stop.
Norton Antivirus service is good.
That it for now.
No doubt engineers are good in solving customers' problem. But I feel it is incorrect to say that they are the best in customer servicing. There are many sectors, professions and people like for example doctors, advocates, bank managers, shopkeepers etc who are good in customer service. There is nothing like the best customer service people.
by mayhmong4 years ago
The Best and Worst Customer Service experience you ever had!
by Jennifer Arnett3 years ago
Which airline has the best customer service?
by Charlu5 years ago
What's the best customer service you've ever received what company was it and how did they help?
by Jennifer Arnett4 years ago
Which airline has the best customer service?
by bueler7 years ago
Which country has the best costumer service?So tired of getting the run around here with customer service in the U.S. I am sure there are countries with better customer service standards that we could really learn from.
by Shadesbreath7 years ago
Ixxy made an interesting comment on a hub I wrote where I was having a little sarcastic melt down about the unfathomably horrific service I got from a visit to Lowes. I was going to respond to it in the comments,...
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