Customer Service Technology

Many organizations think that purchasing new and improved customer service technology will eliminate the cost and burden of having people to actually perform the required duties and responsibilities. How can this possibly be true?

While voice mail may reduce personnel and overhead costs, it also builds barriers between the customers and the company. Have you ever tried to reach someone at a company that utilizes voice mail? Unless you know your party’s extension, you may be out of luck.

Ideally, the trend in customer service incorporates four phases. The first level includes meeting expectations. The next level necessitates exceeding expectations. The third step involves delighting the customer. The final step (where every company should be) is the achievement of customer ecstasy.

Judging from the state of customer service in today’s economy, most businesses are not even close to achieving the first phase of meeting customer expectations.

The bank example of customers spending their lunch hour in line hardly qualifies for meeting expectations. Customers typically have an hour to leave work, go to the bank, eat lunch and return to work.

Thus, bank managers need to consider whether it is wise to send employees to lunch at the same time that the biggest rush of customers are coming in to be serviced.

Entire industries have been created and benefited from our impatience. Overnight delivery, catalog companies, and meal deliveries are all examples of business that have flourished in today’s economy. The worldwide web, e-mail and faxing are other inventions that have fed peoples’ needs for instant service.

One reason for the increasing demand for better customer service is because Americans are a smarter bunch of people. More Americans are receiving high school diplomas and college degrees than at any time in our history. As a result, expectations are higher.

People want good service, and they want it quickly. They do not want to wait in lines at the ATM, grocery store or gas pump.

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