Customer Service or Customer Response

Recently downloaded two different applications to my Blackberry. This was the first time I had downloaded anything as up to now the standard applications always seemed to be enough. However, my son was showing me some of his applications and they looked great.

After downloading it was clear that the two applications did not do what was wanted and would end up costing quite a bit. This in spite of the fact that they were free downloads.

One download for GPS mentions, after you download mind you, that unlimited airtime is required of significant costs could be incurred. The other application for audio email was one that spoke your emails to you not one you could voice record emails. Thus it was of little use to me.

Contacted the support / service area of both organizations and asked for instructions on closing out my account and removing from the Blackberry.

In one case the response was a rather lengthy email extolling the virtues of the software. It went on and on for two pages about what the program could do and why it should be kept. At no time did they mention anything about how to cancel the account or delete from the Blackberry.

The second firm sent a very nice email advising they would cancel the account and gave me a specific link to very clear instructions on how to remove the application. Turns out all Blackberry applications can be deleted that same way. This was new to me so a great help.

The difference was that the first firm practiced "customer response". They did not answer the request made nor provide valuable information to make their client satisfied. That email was clearly a sales pitch in hopes you would get so bogged down in the rhetoric you would keep the application on your Blackberry.

The second firm responded with a precise answer to my request. In fact, sent them a email telling them how much their service response was appreciated. You see they were practicing "Customer Service".

Each of us in business could do well to learn from this experience and make sure that when we are contacted by a client that we are providing service not just a response.