Customer service is one of those things that no matter how much businesses claim they are making it better they seem to continue to mess it up. In some instances, these days, when you visit a “Contact Us” page on a website there is a form you need to fill out just to get ignored completely.
What are we insane?
When we are lucky enough to get a number to call we are presented with a robotic voice instructing us to click a bunch of buttons leaving us feeling like we are Jack Nicholson in “The Shining.” It’s gotten to the point where even when you ask for a “representative” that robot is telling you they need more information in order to better serve you.
We can all agree that if you would like to better serve me then you would connect me to a real human immediately.
People are busier now than ever before and value their time accordingly. Spending hours on the phone trying to find your way through a labyrinth of instructions only to end up at the beginning of the process is frustrating, time consuming, and all-around wrong. Customers are also faced with more options which means one bad experience and they are gone and never coming back.
According to a study done by Gartner, they claim 80% of your future revenue will come from 20% of your existing customers.
So why do we treat them like their expendable?
Cost of Customer Service
To save a few dollars you’re willing to alienate your customers? Doesn’t it seem that in the long-run you’re really just shooting yourself in the foot? Also, hiring real-life human beings means that you’re helping a struggling economy which leads to them spending more money with – well – YOU!
In a new day-and-age where people are constantly connected doesn’t it behoove you treat your customers like human beings? One bad experience and those same people who once loved your product are now on Yelp, Twitter, and Facebook bashing your product for thousands of eyes to see.
The customers hold the power and they will use it. No longer will they be mistreated for the sake of saving a few dollars. No longer will they wait on the line for three hours only to reach a voice that asks them to leave a message so someone can return their call in the next couple of weeks.
The saying “treat people how you would want to be treated” seems to not apply to customer service, but shouldn’t it?