When my husband had a routine physical in December, his physician recommended a colonoscopy. When he tried to schedule the procedure, the center told him it had an opening in early April—literally three months later.
When we experienced internet issues on the Eastern Shore, the company (that shall remain nameless) first directed me to a Chat session. After 45 minutes when that went nowhere, I asked to talk to someone. I received a phone number and was put on hold for eight minutes. When I finally spoke to a person, that person asked me to do the same procedures that I was directed to perform via the Chat. After 20 minutes, it was determined that we required a service person to come to the house to analyze the situation. The bad news is that no one was available for seven days. When I asked to be put on a list should there be a cancellation, they said fine. Of course, no one called to say the wait time would be reduced. Approximately 10 days later, the situation was resolved.
When my husband and I invited friends to be our guests at a favorite restaurant, we were seated on an outdoor patio. No waiter appeared to even offer us water for about 20 minutes. The wait between courses seemed endless. A 20 percent tip was automatically added to the bill.
At some shops on the Eastern Shore, when you select an item from a shelf and bring it to the counter to pay, you are automatically asked if you want to add a tip. I guess the tip is to thank the shop for giving you the privilege of paying a hefty fee for a loaf of bread.
Our dinner delivery was scheduled to arrive in 45 minutes. It arrived an hour and 25 minutes later.
My eye appointment was scheduled to begin at 3:15 pm. At 4:30 pm, I was called for the beginning of the consultation.
I could go on with countless examples, but you get my drift. Customer service has gone to hell in a handbasket in this country. So why is that so? Here are some key reasons for declining customer service.
Many companies regard customer service as a cost center to be minimized rather than value-added, resulting in reduced investments in staff training and retention.
An over-reliance on automation and AI often prevents customers from talking to a human which leads to frustration and unresolved issues.
High employee turnover caused by noncompetitive pay and benefits and understaffing results in fewer experienced employees available to provide customer support.
Many companies have moved customer support to international call centers which can cause communication barriers.
Employees are often restricted by limited scripts and have limited authority to solve problems causing long hold times and repetitive unproductive conversations.
In some sectors, low competition removes the incentive for companies to invest in superior service.
On the Eastern Shore, there appears to be a worker shortage in such areas as seafood processing (crab picking), marine trades, hospitality, healthcare, childcare, retail, housekeeping, and landscape maintenance. Key drivers in these shortages include the seasonal nature of some work, an aging workforce, and visa limitations.
So, what’s to be done to improve the situation?
First, customers should demand effective customer service. If you don’t get it, let it be known that you are dissatisfied and plan to take your business elsewhere.
Here’s what companies can do.
Promote a service-oriented culture. Use technology for efficiency and active listening to obtain customer feedback.
Respect your employees as essential members of your team. Empower them with training which offers multi-channel support to personalize interactions and proactively meet customer needs.
Thank your customers for their continued loyalty. Show your gratitude through special offers and discounts.
Use surveys and other tools to gather customer feedback and customer satisfaction. Study complaints and feedback and whenever possible implement corrections. Follow up with customers after an issue has been resolved to ensure customers are satisfied.
Offer satisfaction guarantees that promote trust and improve the overall customer experience.
Train your employees to focus on empathy, problem-solving, knowledge of products and services, and positive attitudes.
Use data to track metrics and monitor problem-solving resolution rates and customer satisfaction.
Include a list of frequently asked questions on your website with answers that include helpful hints and quick fixes.
Examples of companies that have high ratings in customer service and customer satisfaction include Amazon, Apple, Ritz-Carlton, Trader Joe’s, Chick-fil-A, Nordstrom, and Disney.
Dear readers, if you have examples of Eastern Shore establishments with superior customer service, please share them in the comments section. The establishments cited will appreciate the recognition. And perhaps such positive press will motivate other local companies to follow suit.
Walmart’s founder Sam Walton once said, “There is only one boss—the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
As consumers, we must demand better service, particularly when considering the rising costs of goods and services. Let’s hope that service providers heed the call and recognize that stellar customer service can be a significant game changer in today’s environment.
