The Awesome Things People Share With Me
One of my favorite things about being a customer service blogger is being known as a collector of good, bad and ugly customer service stories. On a recent run with a friend, he spent a significant amount of time ranting about recent service failures he had experienced. In one case, it was the customer service folks at a race he was to run failing to do the right thing. In another, it was the cable company misleading him to gain his business.
For whatever reason, I’ve received a barrage of stories recently that I wanted to share with you.
This article is a fantastic compare and contrast between the behavior of customers in 2004 and 2014 in restaurants. Thanks to smart phones, customers spend more time taking pictures of their food and posting on social media, and consume more of their servers’ time. As a result, the dining experience takes longer and more customers complain of a poor experience.
This story is nothing new to anyone. I’m certainly not the first of my colleagues to blog about this. The point I want to make here is that customer service IS mainstream. People love to talk about the good and they really, really love to talk about the bad. For every viral story about a cable company, there are many people happy to support the story with a poor experience of their own. I’m fascinated by the way in which poor service can snowball and go viral.
This depressing article highlights the way many other companies besides Comcast are incentivizing their employees to enforce policies that are not in the best interest of the customer. This practice not only wreaks havoc on customers, it really takes its toll on contact center employees.
Are you tired of hearing about the Comcast service failure? It’s fascinating that it took screwing over just the right person to have this situation really hit the limelight. This article begs the question, what would your contact center agents say about your company if asked by a reporter to give honest and anonymous feedback? Are your policies customer-friendly or are you constantly finding ways to gouge and deceive customers to maximize profits?
My love affair with acronyms is well documented on this blog. No, this isn’t really a customer service article but number six is perfect for our service theme at Phone.com. DFTBA: Don’t Forget To Be Awesome!
What are some of your favorite customer service stories of late. Please share!