By: Customers Poet
Originated: March 26, 2016
Over the past decade, it’s been a common practice to source customer service to a foreign nation, while utilizing native salesmen to lure customers in. A practice which allows corporations to cut labor cost at the expense of providing its customers lack luster customer service. Understanding this, Secret Eyes took a closer look into the steps companies take to gain customers.
So you’re in the market for a new product or service.
Your first step maybe to go into a local retail location or call the company to establish an account. The process is seamless. If you call there’s no wait time to hold, you’re immediately routed to the next available customer service rep.
If you go into a retailer, you may have to wait a minute until other customers have been assisted but the sales person goes above and beyond to make it up to you. They offer you top notch service with a huge dose of positivity. Their upbeat, joyful spirit is so contagious, you can’t help but smile. The sales rep listens to your every need intently, repeats them back to you stressing the value of the product in question, then offers you the deal of a lifetime. Next thing you know, you’re sold.
This simple scenario occurs every day where there are prospective customers and great sales people. Yet, this is only one side of the customer service equation. The other side is what creates customer loyalty, which continues to diminish in this day and age.
You’re a customer, now what.
Let’s say after a few months of service, the company neglects its promises or worse the service is not working. You’re forced to call customer service. For most, the process starts by calling the company only to end up in a queue waiting 30 minutes or longer before receiving help.
Once help is received it’s usually by someone who is not from your native country nor speaks English clearly. Not to mention, the rep’s complete lack of customer empathy and robotic approach to customer service. The rep does little to nothing to aid you as a customer but does more to anger you. If the issue is one that must be escalated, you’re in for a run-around and multiple transfers. At worse, you get disconnected before your issue is even resolved.
As a customer you’re left with a decision to make: jump ship to a competitor or fight the company until the issue is resolved. But why?
Why are companies fine with offering poor customer service in an age where competition is rapid?
Why don’t companies take ownership of their customer’s issues and work to gain customer loyalty?
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