As someone who believes in the power of genuine pleasant relationship between businesses and customers, I am amazed at the things I learn along the way regarding this very valuable concept.

“Relationship” is the operative word in Customer Relationship Management. It’s a two-way street. Which led me to believe that Customer Relationship Management go both ways. The customer has a role, too. And today I would like to discuss that with you. Let me start by telling you about an experience I had last week, when I took on the role of the customer needing some support. It gave me a different perspective on building genuine relationships.

Last week I was in the middle of a crisis. Work crisis. As a work-at-home mom, I rely on my internet connection as if it were the air I breathe. Without a decent internet connection I won’t be able to work at all.

So I called SmartBro’s technical support to air my concern. I got a voice prompt and was asked to input my Service Reference Number, so I did. Then the prompt confirmed my antenna was inaccessible and my call would be forwarded to a representative.

The call had been pleasant. I told the rep about the problem I was having and she was very polite and accommodating. I was told that their technical team would have my connection monitored, and that I would have some improvement within the next two hours.

Then an idea struck me.

Would the rep be as accommodating as she had been if I hadn’t been as polite and genial during the call?

I remembered when I worked as customer support for an online store. I only answered emails, but I really hated it when customers write very rude emails, to the point that it already felt and degrading, telling me I was stupid and all that. I would answer their queries, of course, but inside I wanted to curse them to hell and back.

Looking back I realized that customers do have a role in Customer Support, too.

In spite of the hassle and stress that a customer may go through when waiting for an issue to be resolved, I think it wouldn’t hurt to be polite and genial when airing a concern or reporting an issue. A bit of patience goes a long way. Customer representatives are people, too. And as much as they want to instantly resolve an issue, they’re only a part of a system. There are protocols to go through. But remember, when treated well, they can be very accommodating, and they will assist a customer willingly and diligently.

You know, it’s not really far from the statement “you get what you give”.

N.B: Would also like to thank the SmartBro rep for being nice and accommodating when I called your hotline. I really appreciate your help.