What is customer service? We’ve all asked this question and there are probably some exponent of 1 million opinions out there. We should all just bottom line it…when you call in or make a visit, you want your question or issue answered or resolved. That should be the basic mentality of any customer service group.
Think of those companies to which you have made a call and another call and another call. Each person you speak to may be very nice and pleasant, but if they aren’t answering your question or resolving your problem, what service have they provided? Or, if you have to wait on hold for some time period longer than 30 seconds (which seems like an eternity), the service they proclaim isn’t really there.
We can all talk at length about call center dynamics, the metrics being measured and how they impact consumers on average. Customer service companies can tell us until they are blue in the face that they manage to their goals every day. But, I have to tell you, I’m finding fewer and fewer companies who have improved. In fact, I would be hard pressed to find a company in which customer service has gotten better over the past five years, although I can think of a few standouts. The problem isn’t finding the few standouts, the problem is the realization that so many companies and industries have abandoned serving customers in order to protect themselves. True customer service ain’t cheap!! So, to do it right, you have to empower people to answer questions or find an answer to the question or resolve problems. If they aren’t empowered or are managed to some false metric, it’s only going to get worse.
Can you think of a company that, in your opinion, (not their proclaimed motto) can truly say, “They solve/answer the question the first time”?