When you think of the phrase “good customer service,” what comes to mind? It might be a friendly service representative behind a desk, or a helpful voice over the phone. It probably is NOT the sound of an automated help desk, or online help site that automatically directs you to the company’s FAQ page instead of providing you with a direct line to a service representative.
Each month, AchieveGlobal runs an online poll through our eNewsletter, Achieve. In June, our survey asked, “Which of these poor service experiences frustrates you the most?”
The response was resounding. People are most frustrated when no service person is available or all service options are automated, or electronic.
As it turns out, and perhaps not so surprisingly, people expect that service will be delivered by people, not by machines! Over half of the participants in our poll indicated that not having an actual person to interact with was a top concern when dealing with a company.
But our survey also revealed other pet peeves when it comes to poor service, including:
- Service representatives who don’t do what they promise
- Service persons who propose solutions that are unhelpful
- Service people who are rude
- Service people who don’t have the required knowledge
For these common shortcomings, customer service training is the certain remedy, so it’s worth our while to remember a few basics of training, including:
- It must be tailored to the needs of each service team member
- Organizations must ensure that it is an on-going process
- It should be embedded into the corporate culture
The good news is that all of these poor service experiences can be fixed. Organizations need to realize that technology isn’t a replacement for the human touch – so build processes that allow a customer to reach a person. And training can go a long way to making that eventual interaction a positive one for your customers.
To subscribe to our monthly newsletter, Achieve and participate in our regular polls, visit http://www.achieveglobal.com/research-and-resources/enewsletters.aspx
Sharon Daniels is CEO of AchieveGlobal in Tampa, Florida
