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Does customer service make or break a business? We all know the answer to this is yes. Some businesses may have a monopoly on a certain product or service; therefore poor customer service will be tolerated, until a savvy competitor comes up with the same product with slightly better service.

I recently bought a Black & Decker food processor, which I loved. But, after the 4th use, the plastic top became stuck, and I broke off a piece trying to get it unstuck. I looked in the manual and found a replacement part. Then went to the web site to order it. The web site did not have this function but I found an 800 number. As I was on hold waiting for someone to answer, and hearing the loud recording of how much they appreciate my business,I began to grow angrier and angrier.

As I was contemplating throwing my phone out the window, and swearing I would never use a Black & Decker product again, the phone became disconnected. I found a different 800 number and called it, I put the phone on speaker phone and started to browse the net. When I realized that boycotting Black & Decker products would leave me with a lot less shopping options, from tools to home appliances.

Then a person actually answered the phone. I explained I needed the replacement part, and she said it would be $18.90 with shipping. I asked if this was under warranty? She said, it would be if the part was defective but it was my fault I broke it. Then she said as a customer courtesy they would send me the replacement free of charge, and I would receive it within 5 days. Suddenly all that time on hold did seem worthwhile. Customer service really does make or break a business.

Learn more about this author, Emma Nelson.
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