One Customer Service Moment That Stuck With Me
Recently, I had one of those customer service moments we all dread.
About a month after I canceled my broadband service, I noticed an unexpected charge for another month. No big deal, I figured—I’d just make a quick call to clear it up.
An hour later, after talking to three different departments and repeating the same details, I still didn’t have a full refund. One rep told me, “The system won’t allow it.” At that point, I had to decide whether chasing $8 was worth more of my time. Spoiler: it wasn’t.
The problem wasn’t the money—it was the unnecessary effort I had to put in to fix a simple issue.
Imagine a Better Experience
What if the first call had resolved everything? What if the representative saw my full history, understood my situation, and took care of it on the spot? Even better, what if the refund had gone through correctly in the first place?
That kind of experience doesn’t just feel good—it strengthens the brand.
When companies make it easy, respectful, and efficient to solve problems, they earn trust. And today, trust is everything.
The Real Value of Great Customer Service
Great customer service does more than prevent complaints—it drives real results.
- 1 in 3 customers will leave a brand they love after just one bad experience (PwC).
- 76% of customers will switch to a competitor after multiple poor interactions (Zendesk).
- Customers who enjoy the best experiences spend 140% more than those with the worst (Harvard Business Review).
When products and prices look the same, experience sets you apart. Your contact center shapes more than responses—it defines your brand’s reputation and growth.
Are You Creating Trust—or Friction?
Here’s the question every contact center leader should ask:
When customers contact your team, do they leave feeling heard and helped—or drained and doubtful?
That’s what separates a one-time transaction from a long-term relationship.
Let’s Talk About Elevating Customer Experience
If you want to ensure your team builds trust every time, I’m happy to help. Let’s connect and create something better.
Regan Brown
Director of Business Development at A.W. Companies, Inc.
Regan brings over a decade of experience in business process outsourcing (BPO) and contact center solutions. She specializes in crafting customized answering service strategies that enhance client engagement and operational efficiency.
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