Executive Interview : Is Customer Service Better Or Worse Than A Year Ago?
Providing a measuring stick in such a vast an comprehensive industry is not always easy. ContactCenterWorld.com asked some of its members world wide about their personal experiences with customer service and asked if it was better than or worse than a year ago?
|"I would say the customer service is worse than I received a year ago. Recently, I called my phone/internet service provider. The customer service was not good. I was put on hold several times and finally asked to be transferred to a supervisor to get my problem resolved." < br > < br > - Vera Austin, Director, MassMutual, United States|
|"As a customer, the service we have received has been better at restaurants, local post offices, at car dealerships and at local supermarkets. As a customer to contact centers, the service we have received has been worse with three different hotel chains, two IT service companies and one cable service provider. In the case of one of the hotel chains, the CSR (Customer Service Representative) spoke very poor English with a thick Russian accent!" < br > < br > - Christopher DeVany, President, Pinnacle Performance Improvement Worldwide, United States|
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|"I believe it has gotten better. I experience more contact center interactions from the voice channel that is more positive and consistent in customer service. Yet, as we introduce new channels such as social media, text messaging, etc., we as an industry, continue to struggle with defining and delivering that service." < br > < br > - Hui Wu-Curtis, Director, Business Results - Shared Services, Choice Hotels, United States|
|"I get fantastic service now whoever I seem to contact, because you notice "average service" when you come across it. The benchmark for good has shifted, the consumer expects to be valued." < br > < br > - Colin Whelan, Head of Professionalism, The Forum, United Kingdom|
|"The same." < br > < br > - Neal Topf, President, Callzilla, United States|
|"Worse. Telco's, power, t.v. providers, restaurants. All significant companies talk about better Customer Service in philosophy but the main focus is cost reduction which impact service levels as less people are doing more work." < br > < br > - Wayne Pointon, Chief Customer Officer, Transaction Services Group, New Zealand|
|"Better." < br > < br > - Roopan Roy, Manager Operations, HSBC, India|
|"Service quality is better. Customer address spelling/checking programs are really smart nowadays." < br > < br > - Juhani Kaariainen, Associate, C, Sweden|
|"Worse, systems that have IVR (Integrated Voice Response) that don't recognize words well enough and FAQ's (Frequently Asked Questions) that cannot find the answer to a specific question." < br > < br > - Tom Morrow, director, Self employed, United States|
|"Personally speaking, it has probably improved. My private mobile phone service provider called me pro-actively several times last year, whereas, the previous year, when I called it to complain of a network issue affecting me, the response and information I was given was contradictory and, on occasion, farcical." < br > < br > - Ian Colville, Product Manager, Aculab, United Kingdom|
|"I believe it's better in certain cases, and worse in others. More companies will use my shopping information to guide my future acquisitions. My worst experience was when I left my life insurance company after 20 years and they did not even do anything to keep me as a client. < br > My personal customer service experience is of poor quality for companies that have had my business and accounts for a long time. After a while they take you for granted and the service gets "flat’ with no more ‘wow effect". In 2014, I took my business elsewhere from my life insurance company and there was nothing done after 25 years of being a client for them. They did not even reply to my comments on their Facebook. I also left my stockbroker for another firm and again no efforts to understand my frustrations and how to keep me as a customer. The only exception of great services I had in 2014 was with companies with loyalty programs who are trying to know me better and make sure that as a big or small client, you get the best service possible. This is the case for the Hilton Honors Program and the Aeroplan fidelity program for which I am a member and find very successful." < br > < br > - Paul Lang, 'Senior Vice President', Unify, United States|
|"I feel it is getting better as there are more channels for me to communicate with and receive responses from my bank or insurance company. The traditional mode of the telephone is still available but being a busy person who is always on the go, I find doing things over the internet is for the most times convenient and efficient. Booking a flight through Expedia, talking with Air Canada and interacting with TD Bank have all been nothing but positive and meaningful for me." < br > < br > - Mohan Nair, Project Manager, Nair Consulting Group, Canada|
|"I visited my brother's daughter in hospital....the reception that I got left me wondering if at all there was any form of service training for the frontline staff. I later was allowed to see the child but I was left feeling like I was or could be the reason why the child got sick. I was interrogated like I had committed a crime for wanting to see how the baby and mother was. The service in my country still has room for improvement." < br > < br > - Parshon Murangamwa, Head Contact Centres, Econet Wireless, Zimbabwe|
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