How often do we all feel frustrated by our efforts to get good service from an organization and are ready to provide consulting to that company? Then, we get back to our company and find out that maybe our own organization has a few hiccups in the delivery of service. Recently we had a member tell us about waiting on hold for ever (6 minutes) and then trying to leave a message and it doesn't work properly. Here we thought we had a process in place to make waiting on hold a better experience and it only made it worse.
I guess my point is that when we suffer less than perfert service we should use that as a reminder to see if we are doing the same thing. As insiders, it is often hard to find a way to make it a better experience for our members because we never use the channels our members use. Maybe if we all had to call our own call centers, visit our own branches or use our own materials we might find ways to make it better. After all, we are the ones with the most knowledge and power to make a difference.
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