I am a customer of a particular organization. When I encounter problems with respect to the product that I purchased, it is only obvious that I seek the assistance of the customer service centre.
Therefore I proceeded to call the general line which directed me to the operator, who in turn connected me to the centre. I gave a feedback regarding my product and seek further information from the person. Before I could elaborate further, the line was cut off.
I duly dialed the number, told the operator that the line was disconnected and he connected me to the same centre again. This time another customer service person picked up the call and when I enquired whether I could speak to the first customer service person again I was told that she was engaged on the phone. So I have to repeat all over again. I asked her why the line was disconnected and she told me that the connection to that department has been very difficult and kept breaking down.
Three days later, I faced certain issues that need customer service assistance and I contacted the general line again. Trying to contact the customer service centre directly was a clear futility after a few attempts as no one answered the call. Therefore I tried calling the general line and the operator tried to connect me to the section yet it got disconnected every time. The operator told me that they have issues with the connection to the customer service centre.
The problem that emerged three days ago has yet to be solved.
And this happened to one of the most important sections in anyorganization.
Customer service centre is the bridge for customers to seek feedback, advice and many more possibilities.
Yet they never find it important enough to fix the problem quickly.
If the bridge to the customer service is not functional how do we expect customers will feel?
Who should they then speak to?
A product, even with the highest possible features surpassing every other competitor, will be of no use if customers who purchase it feel abandoned when they are in need of help.
Customers will be angry.
Customers will be frustrated.
Will they tell the whole world about it?
All you need is a single mistake to alter the perception of a customer.
All the good is undone by a single mistake.
In this case I wondered why the organization never took the herculean effort to solve the problem within a day or to redirect the line elsewhere.
Speed is the essence.
Creativity is a necessity to solve a problem.
Why didnâ€™t they do it?
To make it worse, most of the customer service personnel are inexperienced enough that they do not know how to make an unhappy customer feel better.
They are not experienced enough to handle delicate and demanding issues.
You might say that the experience is with the manager yet it is impossible for the manager to handle everything.
The organization might as well reduce the number of customer service personnel and increase the salary of the manager in a way to make him feel even more responsible and effective.
Customer service generally deals with real problems on the ground.
Yet sometimes management personnel are too high up that they could not feel or understand the problems faced by customer service.
If this happens, they will not be sensitive enough to the needs of customer service centre.
Despite the very fact that customer is actually paying the salary of every one including the management staff by purchasing their products.
If all the customers decide to purchase elsewhere, who then will pay their salary?
This is a fundamental point that some organizations tend to forget.
Without customers, no organization can survive.
Why then, such an experience that I faced with the customer service happened?
Do their bosses never try to contact the customer service themselves and experience the frustration in getting the line disconnected after the operator tried to connect them?
Why donâ€™t they try to do it from time to time themselves to gauge the actual response?
Rather than just get feedback during meetings which might not reflect the real situation?
Why not go down to the ground and see it directly with his or her eyes?
Doing it unannounced is the most effective to gauge the real response.
When organizations grow larger by the day, some tend to forget what makes them successful.
A few more never went through the expansion process because they were parachuted from nowhere hence they might not know what makes the organization successful in the first place. When things go wrong, they take actions. However it is usually not the most effective actions especially if they believe in themselves more than anyone else even though they were never there in the beginning when the organization is transformed to a greater height of success.
The recipe of failure is ignorance of the past.
The downfall is always associated with the failure to comprehend what really works in the beginning.
The challenge is to make it better.
If it is already working.
And what works is always best answered by the way how we treat customers.
The sky is the limit if organizations understand, appreciate and love their customers.
Organizations will cease to exist, no matter how gigantic they are, if they believe that customers belong to them forever.
Customers do not belong to any organization.
Customers belong only to themselves.
And subservient to none.