Many people are noticing that the customer service they’re getting now has deteriorated over the years. What signs show this to be true? You’ll find 17 of them in this article.
Email Response Time
Super Office says nearly half of all customers (46%) expect companies to respond faster than four hours. Many people see a company’s email address on a website but aren’t keen on using it to send questions to customer service. This is because they know that it will take a long time for the company to respond.
According to keynote speaker Jim Carroll, Americans spend about 37 billion hours each year waiting in line somewhere. Some of this waiting is due to the inefficient way that businesses handle customer service. You often have to form long lines just to be able to speak to someone.
Previously, customer service staff would be happy to talk to customers and genuinely try to find a solution to their problems. But it’s all too common for the staff today to be rather disinterested in customer problems. According to a recent survey, says NPR, Americans are more unhappy with the customer service they’re getting than ever.
When there is a problem with a product and you tell the customer service representative the issue, you expect the new product to be better. But more often than not, we see products stay on the market without any alterations and are still problematic. This happens because the businesses don’t care about the issue.
According to Statista, 12% of Americans rate their number one service frustration as “lack of speed.” More and more people are becoming dissatisfied with customer service because it takes far too long for the issue to be resolved. Matters drag on for days or even weeks before there is a conclusion.
Lack of Communication
A Microsoft global survey discovered that, in 2018, 95% of consumers believed that customer service was essential for brand loyalty. However, a lack of communication by companies with their customers shows poor service and jeopardizes their brand loyalty. This happens when a company fails to inform its customers of updates, delays, and product issues.
Lack of Effectiveness
The statistics from Statista show one of the most common causes of customer service frustration is a lack of effectiveness. This shows that even after being helped by a representative, many customers leave feeling dissatisfied with the outcome. Companies do little to correct this because their customers are not a priority.
Back in the day, there used to be someone constantly manning the customer service desk in a supermarket or a retail store. Nowadays, upon arriving at the customer service desk, there’s often no one there. This is because customer service representatives are now working in multiple departments.
Automated Call Centers
In the past, a customer service representative would be quick to answer when you phoned a call center. Nowadays, you get through to an automated machine. Large companies downplay the importance of good customer service and have cut employees from call center jobs.
On company websites in the past, you used to be able to leave a comment or write a message and get through to a human who would answer your question. These days, human contacts have been replaced with chatbots. Companies aren’t interested enough in their customers to put humans on the front lines of their contact pages.
When you get through to an automated system, you explain your problem to the bot. But more often than not, you then have to repeat this information when you finally get through to a real person. The customer service department isn’t interested enough in their clients to keep track of the issue from one minute to the next.
Lack of Training
The lack of training that goes into hiring a customer service representative shows just how much companies today care about giving good service. Often, these representatives have to call a manager or a supervisor to ask questions that we think they should know the answers to.
Many people, after talking to a customer service representative, especially online or over the phone, come away from the experience feeling like a number rather than an individual. They’re given standardized answers to questions, and they don’t feel like anyone listens to the real problem. This makes them feel frustrated.
Customer service representatives seem to want to get rid of customers with questions faster than ever before. They offer quick fixes to problems, such as sharing a head office telephone number so the customer can take their complaint further or giving money back instead of getting to the root of the problem.
When talking to different customer service representatives, you’re likely to receive different solutions to the same problem. Inconsistencies in the service you receive show how customer service has declined, as the staff are not even all on the same page about what to do in different circumstances.
How many times have we called a customer service helpline and got through to someone, only to have the line go dead mid-sentence? Then you had to call again, wait in line again to speak to someone, and explain everything again to a different person. This happens because of a decline in appreciation for customers.
Have you ever written an email to a response center, hoping to hear a response, but never heard back? This is due to short staffing, human error, and generally a lack of interest on the part of the company in the issues their customers are facing.
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