Customer Service Through an Associates’ eyes

Customers’ expectations are rising and businesses are simply not catching up. This leaves many customers unsatisfied with the quality of service they are getting and it presents a major challenge to businesses. From the eyes of a customer service associate, I see the following underlying factors pushing the customer service bar rapidly beyond many businesses’ ability to catch up.

Customer Awareness: Every year, as new businesses enter a market, the competition rises and with competition businesses naturally up the ante to outdo the competition to win more customers. A special privilege extended to a customer which is an isolated incident becomes problematic as the customer expects nothing less than it from other competing businesses. While working the customer service desk for a major corporation, I come across daily, customers who are well versed in the industry and determined to get

Multi-Channel Communication:Different platforms to communicate are emerging and customers are adopting them faster than businesses. The typical customer wants a seamless interaction with businesses to solve his problem. Nowadays, customers take to social media to have a direct conversation with companies in a public setting. If these issues are dealt with in a timely manner, more negative attention is drawn to the company’s reputation.

Finding Seasoned Customer Service Agents: Customer service is a low-paying job in some industries, such as retail. Finding well-motivated employees is difficult. Most customer service associates see their job as a stepping stone. They are actively searching for a better paying job and would not think twice before leaving the moment they find one. Within two years of working a customer service position in a busy and popular business in Toronto, more than 60 per cent of the associates I started with, have quit, and moved on to different fields.

One thought on “Customer Service Through an Associates’ eyes

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