Customer Service Sometimes Isn’t Customer Service

They call it customer service, but sometimes it isn’t. Sometimes it is a department that calls themselves “Customer Service,” but sometimes they aren’t. Sometimes it is a system – that sometimes doesn’t work. You try calling them and are placed into an automated system that makes you believe that you will eventually talk to a customer service representative. What sometimes happens is that you get frustrated, hang up and start over, hoping again you will talk to a live person. Then, just about the time you think you are getting connected, a recording comes on telling you how long your wait will be. Sometimes it is 30 minutes, 40 minutes or even longer. Has this happened to you?

And, this is what some companies call “customer service!”

Earlier this year I had the wonderful opportunity to work with Verizon Wireless and their call centers. Their goal is to answer the phone within a surprisingly short period of time, and they usually do. That strategy, along with a focus on “one call resolution” helps create loyal customers. Why? Because, they create a pleasant experience, which creates confidence, and ultimately can lead to customer loyalty.

Unfortunately, I am finding the Verizon example to be the exception, rather than the norm, when it comes to the customer support some companies are delivering. Too many companies and people think they are delivering customer service, but sometimes they aren’t. How about you? I hope so!

Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Do You Know Your Numbers

Last year Stravity Group shared the results of a customer experience management study. Here are the questions? Do you know the answers for your business?

QUESTION: Do you know the average annual value of a customer to your business?

12.9% of the executives surveyed knew. 87.1% didn’t know!

QUESTION: Do you know the cost of a customer complaint to your business?

9.7% of the executives surveyed knew. 90.3% didn’t know!

QUESTION: Do you know the cost of acquiring a new customer?

8.6% of the executives surveyed knew. 91.4% didn’t know.

I knew the answers to two out of three for my business. How about you? If you don’t know, find out. You can learn a lot from the numbers!

Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here

IRS Rates Better Than Airlines

I just read a fascinating article posted by Tom Barlow. The headline read: IRS rated better for customer service than airlines. This is confirmed by the first quarter 2007 study conducted by the University of Michigan.

I smiled. Even chuckled. This struck me as funny. I think of the IRS as the tax collector. I’ve always tried to believe myself that paying taxes is should be a happy event. The more I pay, the more I made. Still, I hate paying taxes. And, the few encounters I’ve had with the IRS and their auditors weren’t what I would call fun. Still, these people treated me with dignity and respect. They were, after all, just doing their job.

The airlines on the other hand… Don’t get me started. The Miami Herald posted an article on May 14, 2007 that the major airlines were elevating customer service. I’m from Missouri, the Show Me state. So show me! The airlines claim new planes, cleaner planes, in-flight entertainment, better systems and more are being implemented. It seems that the bigger airlines are seeing some positive cash flow and using it to increase customer service.

Still, the airlines have a long way to go to get back to where they were in their glory days. Due to the poor service, people have come to expect very little from the airlines. Their efforts will go unnoticed until they are consistent, and not sporadic.

So, until the airlines ascend to the new heights they hope to reach, they will have to live with the fact the American Customer Satisfaction Survey by the University of Michigan has them lagging behind the IRS.

Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).