In this humorous cartoon by Randy Glasbergen, he illustrates that it is almost as common for a customer to have a ridiculous customer service experience as it is for them to have a productive one.
For too long customer service has been associated with ridiculous and hilarious stories. Either the customer receives spectacular service provided by a cheerful agent eager to help, or they get the grouchy overworked agent who couldn’t care less. Or, as a third option, they speak to a respectful agent, but the agent has no idea how to help them because the company has not trained their agents correctly.
Inconsistency within customer service has created many hilarious and story worthy experiences, but at the end of the day it doesn’t help the company’s name, or the customer get the help they need.
When seeking out the best customer service strategy for your company, you need to make sure that you cover all the bases. Hiring respectful and committed representatives is the first step, but making sure that your company has developed an efficient customer service strategy and has the proper training programs in order to ensure its execution is key to satisfied customers!