Would you say you have an easy enough process for customers to voice their opinions and feelings about your organizational interactions and escalations?
For most, it is quite the arduous task to get through the correct channels and to someone that actually cares and can be accountable…stark reality!
Obsessive repetition and excruciating pain to get service resolve. Is this what your customers have signed up for? Because that is the level of service being offered in most instances, which is so unfortunate.
“complaints@…” Or “unable@…” How many of your customers are actually contacted with real customer centric approaches and feedback? If provided, usually an impersonal, generic response to bad service, “we are sorry, measures will be taken, and we hope your next interaction will be a pleasant one…”, enough sincerity for loyalty?
Escalations! Are they ever dealt with appropriately these days? It has, by far, become an extremely rare act of urgent compassion to situations!
Being a discerning customer myself, I have had to go through all of the above and so much more, being absolutely frustrated and disappointed in the level of service out there.
We all have blind areas, but lets start by uncovering by bringing awareness through valuable insights and open minds.
Some food for thought:
- Could you make these processes easier on your customers?
- Could you make a concerted effort to ensure your customers feel heard and valued? How much of a priority is it?
- Does this show in your current state or do you think it does?
- How do you know if there is room for improvement, are you ensuring there always is?
- How many of these valuable interactions are being missed and not used to improve the way you do business today?
- Are your staff clearly aligned with your brand values and vision?
- Does your organisational culture foster the right environment/s?
- Is your organisation driven towards service excellence?
Get the voice of your customers heard and actioned effectively.