The Customer Service Revolution (Whitepaper) - DMG Consulting LLC

Nov 20, 2015 - ... the concern is that you're also hanging onto obsolete best practices, ... good service is no longer enough; today, most consumers and B2B ...
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The Customer Service Revolution September 2015

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© DMG Consulting LLC

Table of Contents Introduction ........................................................................................................... 1 The Problem ......................................................................................................... 1 The Disconnect Between Enterprises and their Customers .................................. 1 What Customers Want .......................................................................................... 5 Bottom Line ........................................................................................................... 6 About Intradiem..................................................................................................... 7 About DMG Consulting LLC.................................................................................. 7

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© DMG Consulting LLC

Introduction If you’re like most companies, you’ve been using the same contact center systems and applications for years. While this might be fine, the concern is that you’re also hanging onto obsolete best practices, which isn’t fine, as customer expectations have changed greatly during the past few years. Providing good service is no longer enough; today, most consumers and B2B partners want and expect the companies they do business with to provide outstanding service in all channels, regardless of their value to the company. Yet, as we all know, too many companies are not even coming close to meeting their customers’ expectations for merely adequate service. (While cable companies are often cited as extreme examples of bad service and what not to do to customers, poor service seems to be the norm for too many businesses. Most consumers perceive that contact centers are staffed with untrained and uncaring people.) The Problem Companies have spent the last 30-plus years creating policies and procedures that intentionally prioritize their corporate requirements and concerns. While companies claim to care about customers, their actions make it clear that their own needs come first. Baby Boomers and Generation X’ers haven’t been thrilled with the service they’ve received, but since it’s what they’ve become accustomed to, they tend to accept it. Millennials do not think this way – they do not tolerate ineffective and bad policies and practices, and are not shy about sharing their opinion with anyone who’ll listen. When Millennials are displeased, they go social to an audience of potentially hundreds or thousands of consumers. When negative reviews and posts go viral, they can adversely impact a company’s stock price and bottom line, in addition to their reputation. There is now a clear correlation between customer satisfaction and profitability, which is driving executives to make changes and investments in their service organizations. The Disconnect Between Enterprises and their Customers Figures 1 – 4 illustrate the disconnect between customers and enterprises by presenting examples of interactions that typically annoy customers. At the end of each section, DMG has shared broad guidelines for handing these types of issues in a manner that would satisfy the majority of customers. The unfortunate reality is that it’s not a question of whether these types of issues are happening at your company, but rather what you are going to do about it.

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© DMG Consulting LLC

Figure 1: Bad Company Policies What it Means to Customers What Agents are Trained to Do I don’t know what or who to Apologize for the confusion. believe. Who’s right, you or Go to the website to see what your website? it says. Reinforce the correct information with the customer. Why are you charging me a You are looking to nickel-and- Acknowledge the customer’s $35 late fee on a balance of dime me. Your processes concern. Review the account 47 cents? make no sense and you don’t and explain why the fee was care about your custom