Top 5 Reasons Companies Do Not Succeed at Customer Service
The reasons companies do not succeed at customer service are numerous. At times, it isn’t about what you ought to do, but the things you must steer clear of doing.
Although the reasons are numerous, below are the top five most common causes of failure in service delivery by companies:
Customer service in the company isn’t clearly defined
It is never enough to only utter, “Let’s provide excellent customer service.” You must define its meaning exactly, what it seems like and the kind of experience you desire for the customer. It must be extremely clear. A very brief sentence that is very easy to understand and remember:
The customer comes first.
However, just stating it is nothing more than hypocrisy. Organization may have designed a complete ideology around those 4 words. However the real meaning and implementation of it is not defined.
Great people; wrong profession.
Building a culture of customer service begins with the right workforce. There are lots of great people in the labor market, but they are not all suitable for an organization that is really customer-focused. Hiring people with the right character that will fit into the company’s culture is the key. What then happens to the present employees? Ensure they understand your definition of customer service and are prepared and eager to identify with the initiative.
Lack of appropriate training.
Training isn’t a one-off event, neither is it something to be taught for the duration of orientation and abandoned. Training is a continuous effort. Forward-looking companies have constant trainings and reminders to ensure that customer service culture remains at the forefront.
Customer service is seen as a department.
For any organization that is genuinely focused on customers, every member of the organization must have knowledge of their impact on the experience of customers. A favorite saying has always been that customer service isn’t a department. It is an attitude that must be embraced by each employee, starting from the Chief Executive Officer to the newest recruit.
They don’t treat employees the way they expect employees to treat the customers.
Leadership and management behavior toward staff members is not in tandem with the customer service initiative. One way to remedy this is the Golden Rule for Employee, and that is to care for your employees the way you would want your customers to be cared for, or even better.