What Can Be Done About the Decline of Customer Service?
Frustration, anger and even desperation are showing up across diverse industries as the meaning of “more for less” is changing in America.
From airlines cancelling flights at the last minute to hotels not cleaning rooms during multi-night stays to professionals in many industries not showing up for service appointments to core products simply not being available in stores, the rapid decline in customer service is evident almost everywhere in American society in 2022.
CNN — “US airline passengers aren’t happy. Here’s why”: “The airports are crowded, the flights are packed and air travel in the US and beyond is back in full swing.
Business Insider — “Global hotel room prices are skyrocketing, but the 5-star vacation crowd remains unfazed despite lackluster service due to worker shortages”: “Global hotel prices have increased by 184% from a year ago, per Travel Daily Media. This is due to a sudden surge in travel demand, worker shortages, and a dearth of guestrooms.
Condé Nast Traveler — “Travelers’ Satisfaction With U.S. Airlines Is at Its Lowest Point Since the Pandemic Began”: “Summer travel has officially kicked off, and one thing’s for certain: travelers aren’t happy with U.S. airlines. Not only has there been a recent spike in flight cancellations, but customers are also displeased with the service on board aircraft, too.
And no, these issues are not entirely a totally new trend. Going back to June 2020, we see this:
HOW ‘MORE FOR LESS’ NOW MEANS ‘LESS FOR MORE’
SOLUTION, PLEASE
1. Take Care Of Your Employees
If you take care of your employees, they’ll take care of your customers. Make sure you’re following up constantly to make sure they feel seen, heard and supported. Let them know you understand they’re in a difficult situation, but you are in the proverbial foxhole with them. – Brian Hennessy, Talkoot, inc.
2. Be Proactive, Not Reactive
Remain focused on being proactive versus reactive. Increase touchpoints, where and when appropriate. Lead with empathy. Embrace interactions with clients through email, voice and in person with a mindset of listening first to understand. While it’s natural to focus on efficiency, it should not come at the expense of purpose. – Gregory Roll, Touchpoint Associates
3. Let Them Know You Care
Communicate often! Let them know you, as the leader, care and hear them. Teamwork and recognition are absolutely essential during times of being short-staffed. Something as simple as a company lunch with pizza brought in can lift spirits at a fraction of the cost of losing a good employee. – Natalie Barnes, Business Alliance Inc.
4. Create a Supportive Space
Managers need to connect with employees to create a supportive space during stressful times. When employees feel supported, they are able to ensure their level of support to customers is being recognized and they feel valued. – Roxanne Derhodge, Roxanne Derhodge Consulting
5. Focus Your Team on Your Top Accounts
In the current economic conditions, leaders often believe that major customer pain points are price, lead times and product availability. But, the No. 1 customer need is engagement. This means more communication, collaboration and visibility. For customer service, you must prioritize your top accounts who are responsible for most of your revenue and profit. Focus your workforce accordingly. – Dave Philippi, Strategex
FINAL THOUGHTS
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*** This is a Security Bloggers Network syndicated blog from Lohrmann on Cybersecurity authored by Lohrmann on Cybersecurity. Read the original post at: https://www.govtech.com/blogs/lohrmann-on-cybersecurity/what-can-be-done-about-the-decline-of-customer-service