Customer service should be a key department. It’s where potential customers, or prospects, may get their first impression of the company. It’s also where existing customers may confirm that they have bought from the right company or may get disillusioned. Surprisingly it’s often at the bottom of the totem pole.
You would think that companies in telecommunications should be the best examples of how to do it well. Tom Fishburne was so affected by his experience that he drew a cartoon about it. Yes, customer service can be a joke.
On the other hand, Shep Hyken, an expert in customer service, finds one of his clients is doing customer service as it should be done.
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.
How can customer service from telecommunications companies so often be so bad? As Kim Stevenson recounts:
The American Customer Satisfaction Index numbers for 1Q07 were released May 15th. The punch line for telecommunications companies is: cable and satellite TV customer satisfaction remains low. Wireless carriers are improving and at an all time high but remain one of the lowest scoring industries.