I am much more likely to be defensive and argumentative. My point of view of the customer will determine how I act toward them. Let’s say that I see customers as people who will lie through their teeth to get what they want. In the world of Customer Service it would look something like this a customer calls in and has an issue. How you see things determines how you act. A point of view is simply how you view, judge or appraise things. Is it as Dave Farrell suggests in his recent article Why Do Companies Give Bad Customer Service? “We have a Contrary Point of view.
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Why is that, businesses are full of bright, knowledgeable and skilled professionals. Well we as the customers of these organizations we may see the problem, as call center and customer professionals we may recognize the problem, but the organizations in question do not seem to recognize this. They say that the first step to dealing with a problem is to first to admit you have a problem.
Organizations know that good customer service is essential to their future success they understand that there is a real tangible cost and risk of dissatisfied customers defecting and yet these same organizations seem incapable of affecting change. In the same study more than 70% of senior call center executives revealed that their companies fail to meet their customers’ expectations, according to Bain. In fact 90% of executives see Customer Service as crucial to their future business success. American Express found that Customer Service Experiences generally….’ That figure is closer to 73% said Gartner. The research on this topic backs me up: 86% of consumers quit doing business with a company because of a bad customer experience, according to Harris Interactive. There are too many other priorities and ‘more important fish to fry’. It’s not that they necessarily want to not care it is just that they don’t. I would like to propose some highly intelligent and provocative explanation, but unfortunately I feel the truth is much simpler. Why do so many organizations deliver poor service? Comedians quip, television ads for Capital One and CarMax entertain us with bad service experiences and the twitterverse is alive with hundreds of thousands of people complaining about their call center or customer service experiences- hashtags #custserv, #callcenter and #cctr. The expectation of poor service has become engrained in our society. None the less research has repeatedly shown that while the quality of mercy is not strained the quality of customer service call center often is strained.
In some cases the center is quite helpful and able to provide me with the information I seek quickly, effectively, completely and professionally, with other centers it is more like phoning the call center in those old Capital One ads that featured David Spade. Then when I finally reach an agent can they help me? Am I able to get done what I want to get done? The answers to these questions often depend upon the organization and the complexity of the question I asked. Perhaps the standard greeting announcement should be replaced by “Abandon All Hope Yea Who Enter”, a little dramatic, but perhaps more accurate. No I don’t make it a habit to phone my wireless provider often enough to know what their average hold time is, but I am scared nonetheless. Of course some hold messages can be even more frightening: “We are experiencing higher call volumes and you should expect a longer than average hold time”. Well if my call was really important I would have thought you would have answered it. We have all had the experience, we phone our cable company, wireless provider or our utility and Bang! The pain and suffering begins: “Your call is important us, Please hold”. Join The Taylor Reach Team and Be Your Own Boss.Identifying Thousands of Customer Contact Points.Contact Center Onboarding Training Redesign hits Breakeven in 3-Months.Revenue Generation, Returns and Cancelations.Marginal Account Management – Food Services.Outbound B2B Lead Generation for Multinational POS Organization.Special Report: Financial Call Center Best Practice.Special Report – Toward a Multi-Channel Contact Center.Special Report: Closing the Revolving Door.Starting a Call Center or Contact Center.Customer Quality Reporting: True Customer.
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