What’s Going On in Customer Service?

If you were asked about the current situation in customer service, how would you respond?

Most likely according to your most recent experience…either positive or negative. Our memories as customers are pretty short. We are likely to let that last interaction color our perception of all customer service interactions…at least with the same company. But, let’s be fair and take a look at the latest survey results…

It turns out that according to the American Consumer Satisfaction Index, customer satisfaction has never been higher. And those numbers apply to both brick-and-mortar as well as online retailers. In fact, ecommerce retailers scored even higher than the more old-fashioned walk-in stores.

What does this mean for customer care training? It implies that we are doing something right. The current focus on spending time to understand the customer’s needs and checking to see that those needs have been satisfied seems to be paying off.

Keep up the good work and remember how difficult it can be to overcome a negative experience.