{"id":43706,"date":"2011-02-28T00:00:00","date_gmt":"2011-02-28T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/uncategorized\/a-tale-of-two-customer-service-reps\/"},"modified":"2023-05-09T03:36:41","modified_gmt":"2023-05-09T03:36:41","slug":"a-tale-of-two-customer-service-reps","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-care\/a-tale-of-two-customer-service-reps\/","title":{"rendered":"A Tale of Two Customer Service Reps"},"content":{"rendered":"I just had a problem with my computer monitor. It intermittently was creating all kinds of interesting colors. As cool as it looked, it wasn\u2019t good for reading what was on the screen. \u00a0I call the manufacturer, who is known for customer service. \u00a0After talking to two people, I turned the problem over to my assistant. \u00a0It took an hour of our time as we talked to four people to finally get to a person who could help, and by that time the screen on the monitor had returned to normal. The \u201ccustomer service rep\u201d said they would like to help us with our problem, but we would have to call back when the screen was acting up.\u00a0 Talk about frustrating!\r\n\r\nWell, the monitor started doing its \u201cthing\u201d again, so my assistant quickly called and got right through to someone else who was very helpful. \u00a0As soon as he heard about the problem he said that the monitor was obviously going bad, and they would send a replacement that we should receive in two to three business days.\r\n<h3>Wow, what a difference! \u00a0And, why the difference?<\/h3>\r\nThe answer is simple and has two parts. \u00a0The first is technical training. \u00a0I\u2019m assuming that the second person immediately recognized what our problem was and knew we had a broken monitor. \u00a0The first person made us go through all kinds of \u201ctests\u201d to determine that since it wasn\u2019t acting up, there must be nothing wrong with the monitor.\r\n\r\nThe second part is attitude. \u00a0The first person didn\u2019t seem very interested in helping us, just interested in what was going on with the monitor. \u00a0He didn\u2019t realize that he was dealing with a customer, not a piece of equipment. \u00a0When the monitor started acting up again, we were not looking forward to calling back, but we reluctantly did. \u00a0We were pleasantly surprised at the difference, not just in the attitude of the customer service rep, but also in how they handled our problem.\r\n\r\nThere are two types of customer service reps out there. \u00a0Those that try and take care of a technical problem and those that take care of the customer. \u00a0Which one works for you?\r\n\r\n<em><a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0<a href=\"https:\/\/hyken.com\/speaking\/\" target=\"_blank\" rel=\"noopener\">customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0<a href=\"https:\/\/hyken.com\/training\/\" target=\"_blank\" rel=\"noopener\">customer service training workshops<\/a>\u00a0at\u00a0<a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\">www.Hyken.com<\/a>. Connect with Shep on\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/shephyken\/\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>.<\/em>\r\n\r\n<em>(Copyright \u00a9MMXI, Shep Hyken)<\/em>","protected":false},"excerpt":{"rendered":"<p>I just had a problem with my computer monitor. It intermittently was creating all kinds of interesting colors. As cool as it looked, it wasn\u2019t good for reading what was on the screen. \u00a0I call the manufacturer, who is known for customer service. \u00a0After talking to two people, I turned the problem over to my [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6797],"tags":[4641,6602,6603],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.6 (Yoast SEO v22.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>A Tale of Two Customer Service Reps | Customer Service Speaker<\/title>\n<meta name=\"description\" content=\"There are two types of customer service reps out there.\u00a0Which one works for you?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/customer-care\/a-tale-of-two-customer-service-reps\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"A Tale of Two Customer Service Reps | Customer Service Speaker\" \/>\n<meta property=\"og:description\" content=\"There are two types of customer service reps out there.\u00a0Which one works for you?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/customer-care\/a-tale-of-two-customer-service-reps\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2011-02-28T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-05-09T03:36:41+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2023\/01\/Shep-Hyken-Website-Card.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/customer-care\/a-tale-of-two-customer-service-reps\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/customer-care\/a-tale-of-two-customer-service-reps\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"A Tale of Two Customer Service Reps\",\"datePublished\":\"2011-02-28T00:00:00+00:00\",\"dateModified\":\"2023-05-09T03:36:41+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/customer-care\/a-tale-of-two-customer-service-reps\/\"},\"wordCount\":422,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"keywords\":[\"customer service reps\",\"attitude\",\"technical problems\"],\"articleSection\":[\"Customer Care\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/customer-care\/a-tale-of-two-customer-service-reps\/\",\"url\":\"https:\/\/hyken.com\/customer-care\/a-tale-of-two-customer-service-reps\/\",\"name\":\"A Tale of Two Customer Service Reps | Customer Service Speaker\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/#website\"},\"datePublished\":\"2011-02-28T00:00:00+00:00\",\"dateModified\":\"2023-05-09T03:36:41+00:00\",\"description\":\"There are two types of customer service reps out there.\u00a0Which one works for you?\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/hyken.com\/customer-care\/a-tale-of-two-customer-service-reps\/\"]}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/hyken.com\/#website\",\"url\":\"https:\/\/hyken.com\/\",\"name\":\"Shep Hyken | Customer Service Expert\",\"description\":\"Award-winning Customer Service &amp; 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