Everything that goes into good customer service is being tested by the Great Resignation. Adequate staffing, training, and employee engagement and longevity are among the most stressed areas. It’s hard—if not impossible—to provide top-notch customer service when there aren’t enough well-trained, seasoned, and motivated company employees in place to do the job. Adequate staffing is […]
Tag: #customerexperience
Disengaged employees are driving the Great Resignation. As employees are customers in their own right, it follows that their dissatisfaction is another form of poor customer service. Engaged employees, on the other hand, offer a customer service twofer. Satisfied employees provide better service to customers. It’s axiomatic. It’s common sense. It’s also a concept that […]
Just stayed again at the YMCA of the Rockies in Estes Park, CO. Once again, the accommodations were superb. Customer service was even better. Evidently, the Great Resignation either hasn’t hit the facility hard, or the YMCA is handling it well. I had a couple issues requiring a maintenance visit to our cabin—including a non-functioning […]
How will the “Great Resignation” impact customer service? With so many people quitting present jobs and searching for new opportunities (including changing industries and entrepreneurism), existing company resources are being stressed and strained. Moving forward, this will adversely impact the ability of companies to maintain and/or improve customer service levels and commitments. Customer service is […]
It’s “survival of the fittest” vs. “fill shelves with anything available.” On one hand, the most fit product manufacturers, in some cases at least, will be the ones best able to keep supplies on hand during the supply chain crisis. They think ahead. They figure out solutions. They overcome obstacles. On the other hand, empty […]
Supply chain disruptions increasingly are leading to bare shelves. In turn, many of those great products are out of stock—leading to disgruntled, frustrated customers. Many of those customers are now crying “bad customer service” as a result, and blaming those closest to the issue—retail front line workers. Business Insider freelance writer Elle Hardy interviewed one […]
In the last two months, I’ve experienced shipping mistakes and delays with FedEx, USPS, and UPS. Initially, FedEx never delivered a client check because they never picked up the check from the drop-off box. When the second delivery supposedly was sent with overnight priority, it showed up several days later. A one-day USPS check delivery […]
Great products are part of a great customer experience. Costco has figured this out. In addition to favorable pricing and excellent treatment, Costco has earned a reputation for carrying reputable products. While it’s not a perfect system, more often than not customers can buy products with confidence—figuring that only the crème de la crème will […]
Emotional intelligence can take many forms, from admitting a mistake to giving consumers an enlightening experience. Siggi’s Yogurt did the former. T-Mobile gets a shout-out for the latter. Within a week of starting to consume Siggi’s Yogurt, I received the following email: “We heard you loud and clear…In our never ending quest to lower sugar, […]
As anyone who hangs with me knows, I love Costco. For two-plus decades, they have personified emotionally intelligent customer service across the board. That’s due to a caliber of the people they hire, and how they train them. During a recent visit to the Parker, CO store to get my new glasses adjusted, I was […]
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