Batteries, Chargers, and More

What is Good Customer Service, Exactly?

 A Reflection of Customer Satisfaction

Customer Service. 

We’ve all heard it, we all want it, but what does it really mean? I’ve spent a bit of time recently processing this question.  I guess it boils down to the end product. When it is all said and done, and words stop flying, it should be the last impression the customer has of the company before he goes off to use whatever product or service he purchased.

So how do you get there? That is a bit harder to answer.

Let me tell you a story based on events that have unfolded more than once around here. At, we take customer service seriously. We always make every effort to ship orders out the same day that we receive them, and ship them to arrive as quickly as is reasonably possible. Recently, we shipped two batteries out to two different customers, both in Florida. Both orders were placed on a Friday, both batteries were shipped using the same carrier, and both arrived the following Tuesday.

Customer JohnCustomer FrankFor the first customer, let’s call him John, that quick shipping time was very impressive. He ordered on Friday, and the package only took 2 business days to arrive. He sent us an email stating that he was totally impressed with our service. The second customer, Frank, also received his battery on Tuesday, but was completely dissatisfied that the package took 5 days to arrive. He also sent us an email stating that we had poor service, and that he would never buy from us again.

Here was a situation where John and Frank received the same exact service. John went away happy while Frank did not.

How does one handle it?
Tech Guy

One approach is to gently walk Frank away from the cliff, while the other approach wants to give him the old heave-ho over it. THIS is where good customer service comes in. Even though both received the same treatment John is pleased and Frank is trying to push buttons. It is plainly obvious that good customer service starts with the actual service being, well-good, but it also carries over to how you treat customers that are determined to never be satisfied. We at resist the urge to return rudeness in kind, and re-iterate in the gentlest way we know how, that we really are trying our best, we really are listening, and we really will make adjustments wherever we can to improve the customer experience.

That is our commitment to customer service.

Share what you learned with your friends

Was this information helpful?


0 Responses

Subscribe to comments with RSS.

    Leave a Comment

    (will not be published)

    CAPTCHA Image
    Please enter the security code:    [ Different Image ]

    Shop For...

    RSS Feed Facebook Youtube LinkedIn Google + Pinterest
    October 2016
    « Sep
    Tags / Categories
    12 volts ae light agm amps atv automotive batteries battery battery memory battery tender cell charge chargers charity christmas contest coupon customer service diesel dirt bike dirtwise emergency engine oil event faq flashlight flooded fuel fuel treatment funky chicken gasoline gel history holidays husaberg image gallery installation inverters jet ski ktm lead acid leak lifepo4 lithium iron phosphate made in usa maintenance marinco guest marine memory effect motorcycle myth nicd nickel cadmium nickel metal hydride nimh noco genius odyssey off-road optima parallel parasitic drain photo power tool powersports pri product review products promotions pulse tech race race report rechargeable restoration review robins corner rv sale scooter scorpion series shane watts shipping shorai solar storage sulfation summer sun test tips tutorial ups usps versus video volts warranty wet winter youtube

    Buy Veteran, BBB, SEMA Member, and Blueribbon Coalition