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Is Customer Service Dead in the United States?
When was the last time you felt like you received outstanding customer service? Try to think of an example. Was it a restaurant? Your mechanic? Your doctor or dentist? How about your church? What about your job? Should you expect great customer service at your job?
Why is great customer service dead? Do people not care anymore, or think it’s not important? A large cable provider is considered to be one of the most hated companies in the US, and they did a study and found that improving their customer service had no impact on their bottom line! Personally, I find that unbelievable.
I have traveled to many countries and found that customer service in Latin countries is far better than the United States. As an example, in Quito, Ecuador, I went to an Ace Hardware store. I was met at the door by a young employee and was asked, how she could help me. I told her what I was looking for. She led me to the item and asked if there was anything else she could help me with? When I said no, she led me to the cash register, rang up my purchase and walked me to the door. I was so amazed, I wanted to go back and buy something else. Buy anything, so that I could experience that fantastic customer service again.
Obviously, this it taught and done very intentionally. Would you pay more money, to have a world class customer experience? How much more? Obviously, people will pay more for quality, or Nordstroms would go out of business and the line would be out the door at Walmart.
It is very difficult in this day and age, to impress people. Amazon Prime set a new standard and created a multitude of impatient people, including me! Uber, Doordash, VRBO, and other companies, are at your immediate whim, to provide you with food, transportation, and housing. So, how about the rest of the service industry? Why is my doctor asking for 5-star reviews? Can a construction company impress you? We invite other companies to revive great customer service in their companies, too.
Chapter Happenings Sponsor, September 2022
Written By Tim Lyon
Transblue is a company that works very hard on our customer experience. We want our customer to feel the difference! We are going for the WOW factor. Our motto is to provide world class customer service. We will continue to work hard at this and improve daily.
Visit us online: transblue.com
Call: (425) 658-0098