I believe many businesses are using the pandemic as an excuse for poor customer service.
Have you called your phone provider, travel company, or power company lately ? You’ll get a response something like this:
“During these unprecedented times we are experiencing high call volumes – you can stay on the line, call back later, or download the app to contact us”.
At the beginning of the pandemic customers cut business some slack and understood the difficulties they were facing.
Well I’m not cutting it anymore. Today my coffee machine broke down (not happy), so I took the machine into the retailer who owns the brand – they didn’t want to know me.
Their solution was to send me an email of video instruction to see if I could fix it myself – that failed miserably so I called them again and they told me to put it in a box and TNT will pick it up for repair.
TNT turn up looking for a labelled barcode that the business never mentioned, and after a third call an email with the delivery label arrived.
Sorry, not good enough. Alot of businesses aren’t owning the problems, they’re flipping it to us, the customer.
Is this only happening to me ? And what sort of customer experience is your business providing right now ?
