Let me preface this by saying that this letter does not reflect on my interactions with the nice people at Nissan (thus far). However some of the other companies involved (unnamed, but we know who) ...... one of the worst customer service experiences ever. Period.
Dear Customer Service Guy,
I am really sorry my phone call was an inconvenience. It was never my intention to pull you away from your World of Warcraft game.
I realize that I probably asked the same question as the guy before me; my bad. I'll try to be more aware in the future.
I know when you told me to call that other department instead, that you really didn't have their contact phone number or email. That's ok!
I was able to find it in about 5 seconds on Google. On my iPhone.
When you said you would return my call in a certain timeframe, blowing it off was fine because I didn't really want that. The check is in the mail, right?
Being spoken to in a terse, derisive manner is fun, especially when I have been nothing but patient and polite! In fact, I think we should get married!
A customer service person:
*wants to delight customers, above and beyond the call of duty
*has intimate knowledge of the customers needs
*has empathy for the customers situation
*is able to communicate clearly, both written and verbal
*talks in a way the customer can understand
*has a "thick skin" and is able to handle complaints, even when handling unpleasant customers
*works accurately and with an eye for detail
*handles calls in the best interest of both customer and company
*is able to use automated information systems to analyse the customers situation
*is able to suggest improvements to the various communications by the company (eg. website, FAQ, etc)
*has a pleasant, friendly style
*is willing to build a long-term relationship with the customer (not a "job-hopper")