Stop inconveniencing your customers

We consistently remind our business partners, the answer you seek is in the comments.  When brand satisfaction levels are consistently low, there is a reason.  The reason is expressed by your customers and you can hear it if you are listening.  Your customers will tell you if your processes are a problem, inconvenient or a royal PITA.  The comments below are the result of listening via post-call surveys and are true knuggets.  The organization listens to the problem experienced with the service they are providing.  It’s now up to the organization to put this data into action and make the change to improve the customer experience.

“It is a poor rip-off.  They are making it so hard for me to get a new plan.  I have to mail my headphones in and they are going to mail me a gift card, when they could have just given me a new set of headphones in the store.  They have made it impossible, almost not worth me even going forward.  I think it’s a total rip-off.  I think they made a concerted effort just to rip me off.  I’ll never shop here again.  I’ll tell every one of my friends not to shop here again.  I used to work at this store.  That’s how much I used to come here.”

“First, they need to make it easier.  You have to first wait for UPS.  No, first you do the e-mail.  Wait until the sticker comes.  Put the sticker, buy your own box, and put the defective Bluetooth in the box to send it off.  Then it takes 10 days.  I didn’t know it was going to take this much.  I wouldn’t have paid the service plan fee.  So I misunderstood.  I think I should have been able, as a valued customer since I buy things from your store all the time, to go to your store and tell them to fix this please, and give me a new Bluetooth right then and there.”

“It’s a large, very big, inconvenience to have to send the phone back and wait for a gift card.  Meanwhile you’re either without a phone or you have to go purchase a phone.  One of the pay as you go phones.  Therefore, you’re spending more money.  I think if you purchase a warranty plan, you should be able to take the phone back into where you purchased it.  They should be able to call the service company and get it replaced for you right then and there in the store and they send the phone back for you.  So then you have no inconvenience in being without a phone.  I’m a single parent and go to school full time.”

Happy Monday!

Dr. Jodie Monger

About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in customer satisfaction research for the contact center industry. Before creating Metrics, she was the founding associate director of Purdue University's Center for Customer-Driven Quality. She can be reached at (703) 883-0009 or jmonger@metrics.net.

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One Response to Stop inconveniencing your customers

  • Failing to get the attention of senior managers? Summarize and categorize the real voice of the customer using the comments left by customers. Once you show them what people really think of your processes and service initiatives the rose colored glasses tend to come off in a hurry. Sometimes you have to hit a stubborn mule to make it move forward. When it comes to customer service the best stick is the true voice of the customer.

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