Customer Service is Dead
Customer service simply ain’t what it used to be.
That phrase may be a cliché, but it’s a cliché for a reason. The general consensus for decades is that customer service has been getting worse.
Now, the Covid-19 pandemic is putting an additional strain on many companies’ already mediocre customer service protocols. They simply can’t keep up with increased demand.
It is time for American consumers to realize that customer service is dead? Empire Resume wants to tackle the question head on.
Why is Customer Service so Bad?
There are a few reasons why customer service is bad and only getting worse in this country.
1. Lack of training
First off, companies simply aren’t investing in customer service training in a big way. According to the U.S. Bureau of Labor Statistics, the average customer service representative is in training for 2 to 4 weeks. Most of which is “on-the-job” training.
That gives new employees just a basic understanding of how to handle calls and get up to speed on the firm’s services or products. There’s no in-depth training on problem resolution, customer retention, or how to provide outstanding service.
2. Only metrics matter
Every second a customer service representative is on the phone with a customer is money lost for the company.
That means, service reps are incentivized to handle as many calls as possible as quickly as possible. That’s not a recipe for quality service.
3. High turnover rates
On average, call centers within the United State have a turnover rate as high as 45%, according to the Quality Assurance and Training Connection. That percentage is quite high when compared to turnover rates in other professions.
When you consider those rates, you’ll quickly realize that each time you call into a customer service center, there’s a good chance that you’re speaking to a relatively new employee, or someone who’s on their way out. Neither one of those reps is in a position to give you outstanding service.
4. Sky-high sales goals
Companies have increasingly aggressive sales goals. While that’s fine, they need to have the customer service to back up those sales.
Let’s say that a company receives 10 calls for every 1,000 units it sells. If they sell 5,000 units in a year, that’s an anticipated 50 calls.
But, if they raise their annual sales goal to 20,000 units, they can anticipate 200 calls. If they haven’t beefed up their customer service department to handle the extra volume, the quality of that service will certainly suffer.
5. Bad service is profitable
Maybe the most important reason that customer service is dead is that bad customer service is profitable.
It sounds counter-intuitive, but it’s true according to research published in the Social Science Research Network. Think about it. How many times have you found yourself circling around an endless maze of phone menus, enduring long wait times, and having forced conversations with robotic voices?
If you do get through to a human, they’ll tell you that they’re “not authorized” to give a refund or cancel your service.
The whole process is set up to cause frustration and keep you from getting a resolution (i.e., refund). That means, companies may find it to be worthwhile and more profitable to purposely induce customer hassles instead of making them happy.
How Has Covid-19 Affected Customer Service?
We’re all aware of how Covid-19 has impacted every aspect of our lives. On top of everything else, it just may be the thing that puts the final nail in the coffin of customer service.
The stay-at-home orders came without much warning. Millions of service reps were unprepared to work from home on day one. Meanwhile, millions of Americans were calling in to their creditors to defer payments, which was encouraged by many state governments.
Mortgage providers, credit card companies, car loan companies, student loan providers, and other creditors faced a tsunami of calls with absolutely no infrastructure to even begin to handle it. Hold times stretched for hours while other companies were informing customers that their call wouldn’t be answered, and they should try back another day.
In-person customer service has also suffered as a result of necessary safety measures that have been put in place. Grocery store lines are longer, the number of people allowed in a store is limited, and store clerks are less willing to approach you to offer assistance.
Hopefully these safety protocols won’t be in place forever, but they are definitely here for the foreseeable future.
Does Anyone Provide Good Customer Service Anymore?
One thing we can guarantee is that excellent customer service is a priority at Empire Resume. We’re passionate about helping you create an outstanding resume that will help you land the job of your dreams.
But you don’t have to take our word for it. Check out the comments from these customers who gave us 5 stars on Google Reviews:
“I highly recommend Empire services! I was amazed by the turnaround time,
the quality of work, and very reasonable pricing.” – Brandy C.
“Thank you so much for revamping my resume. Words can’t express how
excited I am. A true investment and worth every nickel! Your customer
service and attention to detail is impeccable.” – Laura M.
Interested to learn how we can help you? Start by uploading your current resume for a free evaluation and we’ll provide feedback within 24 hours.
Is customer service dead? It very well may be, but at Empire Resume we guaranteed that it’s alive and kicking.
Maria Gold is a Content Manager/Writer for Empire Resume. She is dedicated to helping educate and motivate people with the latest career articles and job search advice. Her interests range from writing to programming and design. She is also passionate about innovation, entrepreneurship, and technology.