Why Is Customer Service So Difficult? | Business Zen Blog

Why is customer service so hard to grasp? It?s far from rocket science, yet some gracefully sail through doing it well while other companies struggle forever. Sometimes I feel as if I talk about it too much, then again, can we ever talk too much about servicing those who keep us alive? This topic has been?talked about?here about ways to ensure loyalty with customers and here on how to do the opposite and alienate your customers.

For the last two weeks,?I have been traveling, mostly for business. Several things happened that left me wondering where the service was. I want to blame the economy, but I think it almost comes in cycles. Cycles where companies are divesting people from one area and into another. Customer service gets left behind.

Here are some things I experienced on a recent business trip, things that just should not happen:

*Several Delta flights had hurried and short flight attendants on it. Even in business class, asking for a cup of coffee when they were doing anything, resulted in a look of being put out of their way. Now more than ever, you need need to pay attention to your loyal customers (especially those with frequent-flier miles).

*Stayed at a W Hotel, if you are not?familiar, it?s a boutique line of hotels from Westin. Each is different and unique. Which must give them an excuse to be unclean. I pre-paid my reservations to get a better rate, and I was charged three times. Still, no resolution and it?s been several days. Bathroom had half used shampoo and body wash, when I told the concierge, it stayed that way the whole time I was there. I?m afraid to mention the odd clump of hair that never was removed from behind the toilet. This is a Westin property! Your reputation is important, don?t let being lazy harm that.?

*Finally, one more bit of info for everyone. As you divest in one market and put funds into another, don?t forget the customers you still have. Things are cyclical, when you come back the slow market someday, you will have to put much effort into winning people back. Simple fact.

When we make business decisions, we need to pay attention to several things (like the financial side and the employee side), but never ever forget about the customer side. How will your actions affect them?

Source: http://www.businesszenblog.com/2011/09/16/why-is-customer-service-so-difficult/

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