I popped into the supermarket yesterday evening and after purchasing noticed on the receipt that i had been over charged. So i decided i’d have a chat with the customer service team. I explained my case that there was a but one get one free on a new product and that’s what made me purchase them (i’m a sucker for a bargain). Off the girl went to investigate and a few mins later she returned, said i was right and gave me a cash refund for both the products. So when i was wandering back to the car i was wondering why did i feel so unsatisfied by the experience. All things considered i knew it wasn’t a valuable use of my time to save 5 Euro, but i knew that would be the case before i went to the Cusotmer Service desk. Technically the problem was resolved beyond my expectations – got expected to get the refund for the “get one free” item but instead i got them both free. So why was i so unsatisfied i asked myself??

Then it occured to me that she hadn’t actually apologised or said that she would rectify the error in their computers. There was no human element to the enteraction at all! I hadn’t really gone to the customer service desk to get back 5 euro, rather i had gone there to tell them that i felt swindled out of my money and that since usually i wouldnt look at a reciept, but this one time when i had i found errors i wasn’t going to let them away with it.

So what is the real job of a customer service rep?? Is it to rectify a customers problem or to heal a customers feelings toward their company?