The Secret Magic of Netflix Customer Service

The typical customer service experience: We have a problem and make the dreaded call, knowing full well we’ll be at the mercy of an automated system. After listening closely to the recorded menu options (Why does it always seem they’ve been recently changed?), we make our selection by using our telephone keypads or screaming into the phone. Often, there are several other menu items to select. Then, we’re told how important our call is and given an estimated wait time. (Is it me, or is it more usual than not to experience “unusually high call volumes?”)

We listen to the Muzak, which is interrupted occasionally by a recording telling us it appreciates our patience. At some point, we finally get to talk to a real human being!

Or do we? More often than not, it seems as if every last trace of lifeblood has been sucked out of the person on the other end. Not only are they depleted by listening to frustrated people all day, they’re often shackled to a script, which they’ve robotically parroted hundreds of times. In the end, our problems may be resolved, but everyone is left with a pervasive sense of “blah”—as if we’ve just had an encounter with “The Talking Dead.”

Fortunately, there are notable exceptions to the rule. I’m sharing an article from The Huffington Post, “The Secret Magic Behind Netflix Customer Service.”  What’s the big secret? It’s really pretty simple.

“We allow our support staff to be themselves,” says Brent Wickens, Netflix‘s vice president of global customer support, told The Huffington Post. What this means is that support agents interact as if both parties are real, live human beings, giving each subscriber a truly unique and personal experience:  No script, no hard sell, no rush, no conversations with the talking dead. Their approach has been described as  “beloved,” even  “quirky” at times. Because of it, along with the benefits it offers, Netflix has become enormously successful.

I have always believed in taking this kind of approach and enjoy hearing about companies that still believe in offering service with a personality.  If treating customers like people is quirky, I’m all for it!

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