Is it the Consumer’s Fault Customer Service is Vanilla?

We run to complain but move like snails when given the opportunity to recognize exceptional customer service.

I’ve studied customer experience management for nearly a decade and have recognized a few trends. First, I believe customer service is improving. Organizations are slowly beginning to invest more into improving their customer experience to avoid paying customer service lip service. Secondly, we are educating ourselves more on what customer experience actually means. It’s no longer recognized as simply being polite because customer experience is the nucleus of every admired brand. Lastly, we are understanding that customer experience encompasses everything. Our marketing, PR and tech efforts must work in harmony to improve the customer experience and grow organically.

One thing that hasn’t changed is our behavior toward customer service as consumers.

Our expectations as customers of Amazon, Westjet or our local coffee shop is higher than ever. We recognize that we have a lot of influence and power because our voices have been scaled. When a company fails us we quickly pull the Twitter trigger or yell on Yelp. If you do a twitter search of the keyword customer service you’ll see evidence that this is true.

Let’s ensure our customer service expectations as consumers are aligned with what we deliver as a professional.

If we want customer service to improve we need to empower frontline employees ourselves. When was the last time you contacted the manager of an employee who gave you amazing customer service? How often do you run to Twitter, Facebook or Yelp when a company provides you peace of mind? Did you share your positive testimonial on your personal Facebook page for your friends and family to see?

Think about what empowers the best customer service employees.

The most customer centric employees are begging for you to call their manager and tell them they delivered an amazing experience. The greatest team members would love to see something on Yelp that highlights their efforts. It’s human nature to want to have our strengths and efforts acknowledged.

How do I know this? I know this because I was that employee.

I began my customer experience career working within the contact centre of 1-800-GOT-JUNK? I know what it’s like to take 100 calls/day and have to balance efficiency and superior customer service. The company would regularly host incentive programs that I would win. However, what I really wanted was to be recognized externally by customers. My motivation was to have a customer email my boss, mention my name within their NPS comments or call to speak to management. When it happened, that was my gratification which motivated me to do it again and again and again.

The companies around us are getting better. I know this because I coach them and speak at events with 100′s in the audience. They recognize that customer experience must be a focus to become an admired company and that it is the foundation of all great businesses.

Ultimately, it’s the organizations responsibility to improve their customer service but let’s ensure we give credit when credit is due.

We need to become the tipping point. We must habitually alert companies and employees when they deliver exceptional service. No tweet, comment, share or update is too small to motivate a company or employee.

Tell me. Do you think we need to become the tipping point to inspire companies and employees to deliver better customer service?

Is it the Consumer’s Fault Customer Service is Vanilla?