The State of Customer Service: What's Your Score?

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From NetSpeed Leader Volume 25, 2/16/06

With the holiday gift-purchasing frenzy behind us, let's pause and reflect on the state of customer service in our world. I think it is safe to assume that most of us want to receive service that is fast, friendly, accurate, on time, and convenient. We want to feel as if we are important both to the business and to the people that are providing service. We choose to do business with certain companies and we don't want them to forget that we always have the choice to go elsewhere.

So here are two customer service experiences that I had in December:

I ordered online two custom-painted dolls for my young daughters (ages 5 & 6) along with matching pajamas so that they and their dolls would not only look alike but also be dressed alike on Christmas morning. I received one doll that looked exactly like my younger daughter and a second doll that vaguely resembled my older daughter. Unfortunately, the pajamas that arrived for my younger daughter were several sizes too large and, with no time left to have the retailer fix the error, I was forced to whack four inches off the pajama legs and stitch the ruffles back on. (Service score: convenient and on time, but not particularly accurate.)

Taking those same two daughters to a store the day after Christmas, I waited for fifteen minutes in a long line to purchase a sale item at 50% off. The stressed-out clerk rang up my purchase which failed to reflect the discount. When I pointed it out, she asked me, "Well, did you see a sale sign?" After I said that I had, indeed, seen a sale sign, she sighed and said, “You'll have to show me.” She closed up her register (thus seriously annoying the 10 people in line behind me) and we all trooped over to the department where I pointed out the 50% off sign. Back we trooped to her register and without a word of apology, she adjusted the sale, took my money and sent us on our way. (Service score: not fast, not friendly, not on time, and not at all convenient.)

Certainly, I had some positive customer service experiences over the holiday, but frankly, they're not the ones that I remember. And isn't that true about most of your customer service experiences as well?

If you'd like to help your organization develop the systems and skills to deliver effective customer service, then contact us to learn more about our latest blended learning program, Blazing Service.