Customer service has declined amid the pandemic. It's time for companies to recognize that treating customers better is good business.
A third of disgruntled customers have to make two or more calls to resolve their issue, the study said. Many just give up.
Curtis Blessing, an American Airlines spokesman, told me that “for customers who voluntarily cancel their trips, we do not offer refunds. However, our customer relations team will review individual cases due to extenuating circumstances.”No wonder a customer like Endres would feel frustrated. He’s dealing with a business whose stated policy is to say no until it might say yes.And American is by no means alone in adopting such a hard-nosed stance.
I said higher up that pandemic-related challenges involving customer service represent an opportunity.What I mean by that is companies can acknowledge that treating customers shabbily is bad for long-term business and that upgrading customer service operations can translate to greater loyalty and, ultimately, higher profits.
More important, empower and train service reps to actually deal with the problems that customers bring.As it stands, frontline reps typically lack the ability to go beyond whatever’s in their basic script. You have to escalate to a supervisor before you can reach someone able to get things done, and even that may require multiple follow-up calls.
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