Every organization should strive to delight its customers, yet there seems to be an epidemic of terrible customer service around the nation.
There are far too many stories about the unpleasant experiences people have encountered in organizations both large and small.
Unfortunately, the threat of employee layoffs or even business extinction is not a deterrent to most companies. In an attempt to discover why customer service is so bad in today’s economy, Fast Company ran a great article of their findings.
The article disclosed that 80 percent of our economy is service based. Yet most organizations somehow believe that they are immune to providing good customer service on a daily basis.
Good service is a must for any business to stay afloat. It does not matter the size of the business or whether it is a non-profit, the fact still remains that the organization will not survive without meeting the needs of their customers.
Most organizations do not view themselves as service organizations. They see themselves in an industry, such as “food” or “non-profit”. However, what these organizations actually do is immaterial to the service they provide.
Good customer service requires people who are trained, empathetic, smart, and able to resolve problems. Most organizations simply do not want to make that kind of investment in people, and they choose to settle on offering a minimal amount of service to their customers.
In today’s economy, customer service is a slow, dissatisfying tangled web of telephones, computers, web sites, e-mail, and poorly trained and managed people who waste time and money as if it were water in the ocean.
This version of customer service produces far more anger and aggravation than anything else. Most of the time, it leaves everyone feeling dissatisfied and filled with rage.
Consider a telephone call to a typical service organization. A customer calls the 24-hour, toll-free number to hear this phrase: “We are experiencing higher than usual call volumes…” If you, the service provider, know this, then why haven’t you “staffed up” for it?
Another example involves going to the bank at lunchtime. The line is almost always long and tends to move slowly.
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