Primal Ignorance in Customer Service

Customer Service Attitude

Whether you are in B2B, B2C and any other business model, one of the key things that you check on a periodical basis would be to measure overall customer satisfaction. Many of the tried and tested techniques include surveys, customer contact programs or measure satisfaction scores like Net Promoter score ( NPS). I am sure businesses are working towards getting better satisfaction measurement models.

While much of the effort has been put in to find out how consumer reacts, what gets neglected is the attention that one needs to give to the people/your employees who serve these customers. Regular training, feedback session,process manuals, monitoring are still not enough to create a delight to the customer. Want to check this out?

Walk to customer service team and ask them the reasons for pending customer issues or the reasons for low customer satisfaction score. 8 out of 10 times you will get  a very familiar answer that somebody else is the reason for the current state. The other departments lackadaisical attitude is the single biggest reason for the failure. What you will also hear is more problems. You are sure to be overwhelmed by the end of the meeting. With this team you are bound make incremental progress on customer satisfaction and with great difficulty.

What is missing? " Great attitude". Customer service is best felt when people with great positive attitude  are close to the customers. Some people have it in them and rest get it from the environment or organization culture. The attitude which makes them own customer problems, go to any length and breadth within the organization to solve issues , sets them apart from the rest of the crowd.

The first in customer service is to get people with right attitude. Not getting  right people but attempting to measure customer satisfaction is called primal ignorance.

Ignorance is not bliss at least in this case