Your Customer Service Sucks! (No Hyperbole Here).
Since I've been a member of this forum I have repeatedly stated that "mediocrity abounds in the market place". And it's rings more true when it comes to customer service. Here's my take on it:
1. In July of 2011 a fortune 500 Insurance company commissioned my team of renegade customer service agents to simply survey 20 of their closest competitors along with 50 of their top brokers.
We surveyed 156 of them by actually calling them and e-mailing them. The results were worse than in 2010 (which was done by a different company but still...). Two company PR reps didn't even know what Facebook and Twitter was......are you kidding me? Really?
2. I personally dealt with over 41 vendors this year, of which more than half got the axe because their customer service sucked my left eyebrow.....threading anyone?
3. I've repeatedly received replies via e-mail that never answered my question. I'm all for using outsourced workers, but for the love of all that's holy, put some quality controls in place!
4. The worst by far was a support ticket I sent to a $247 a month membership site and their response was to send me to a $97 a month membership site to retrieve the answer! I am not kidding. I cancelled quicker than Kim Kardashian's ex-hubbie lol.
For those of you who have known me over the years know I'm not one to rant about things, but today's customer service debacles have only reinforced what Brian Tracy talks about in his book, Creating Your Own Future, and that is this:
You can differentiate yourself by offering BETTER, world-class customer service.
Please share your customer service experiences (both good and bad), though please refrain from naming the company or individual as it goes against the forum rules.
RoD
Call Center Fuel - High Volume Data
Delivering the highest quality leads in virtually all consumer verticals.