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.