Beautiful spirit, it’s about that time!  Time to say, hey, how are you?

Today, I was thinking about beyond customer service and some of my pet peeves.  I must say, I’m a stickler for customer service in this consumer-oriented world!  It’s amazing how the powers that be do not recognize without you or us, there is no them.  Business that is.  I digress.  So here are a few things “we,” could work on.  (Us business owners.)

14 CUSTOMER SERVICE ILLS

Customer service problems come in various forms and if not addressed effectively, customer satisfaction and loyalty could be lost. Here are 14 Customer service ills:

1. Long Wait Times:  This one’s a doozy!  When in-store, there’s no associate on-site. But you’re waiting. And waiting……….
2.  Prompts:  This is a good one. When you call a business establishment, you get a million prompts before getting to speak to an actual person.  That’s if you’re lucky to get a real person. I know, it’s a bit hyperbolic.  But you know what I mean.
3. Lack of Knowledge: Customer service representatives who are not well-informed about products, services, or company policies.
4. Poor Communication Skills: Rude behavior, or a lack of empathy, exacerbates customer frustrations.
5. Customer Acknowledgement:  Good morning. Good afternoon. May I help you?  You get the idea.
6. Inadequate Problem Resolution:  Dissatisfaction.  Failing to resolve customer issues on the first contact or having to escalate problems multiple times.
7. Limited Availability:  Insufficient staffing.  This is a big one!  Long lines and not enough cashiers. Is Self-checkout the new thing?
8. Technical Issues: Problems with websites, apps, or phone systems that hinder customers’ ability to access services or get support.
9. Unclear Policies: Ambiguous return policies, warranty information, or service agreements that create confusion and disputes.
10. Overly Scripted Responses: Rigid scripts that make interactions feel impersonal and prevent representatives from addressing specific customer needs effectively.
11. Lack of Follow-up:   Neglect.  Failing to follow up with customers in a timely manner after.
12. Poor Multichannel Integration: Inconsistent service across different channels (e.g., phone, email, social media) frustrate customers who expect seamless support regardless of how they reach out.
13. Language Barriers: Insufficient support for customers who speak different languages can create significant communication challenges.
14. Privacy and Security Concerns: Mishandling personal information or not providing secure communication channels can lead to a lack of trust.

10 SIMPLE WAYS TO MAKE IT BETTER

1.  Say, hello.

2.  Make it easier to speak with a real person.

3.  Minimize the prompts.

4. Open more registers when needed.

5.  Have bilingual employees.

6.  Update security and privacy features.

7.  Follow up in a timely manner.

8.  Try and be happy when you come to work.

9.  Don’t give customers the run-around.

10.  Smile

When these problems are addressed effectively,  fostering a customer-centric environment, will not only lead to an increase in profit, but customer loyalty as well. Our goal is to go beyond customer service.

Is customer comments, or suggestions a thing of the past? Hmmmmmmm……..

These are a few customer service ills, I came up with.  What gets under your skin?  With our businesses and blog, we want to make sure that we’re doing it right.  Do share.  Help us to improve.

Think of the last store, hotel, or restaurant you visited.  What was it like?  Did they wow you?  Would you share it with friends?

This was fun!  I can’t wait to hear your thoughts!  Don’t be shy!

I almost did it again.  I haven’t done a quote in a while.  Here you, go!

“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” – Sam Walton    This quote says it all!

XOXO,

Glenda