A new study by Jive communications states that millennials could be responsible for increasingly bad customer service. While the study doesn’t say that so succinctly, it does state a number of facts that create an atmosphere of customer no service:
Patiently waiting on-line/phone for longer periods
Never complaining about receiving poor service
Continuing to visit the stores they know have bad service
Never seemingly getting upset when they have to wait or receive poor service
These areas are the vital aspect of providing unparalleled customer service, but millennials refuse to complain about customer no service. I don’t know why nor do I really care if it is their upbringing or anything else, this isn’t a psychology article. We should not expect, or accept poor customer service, period.
As a baby boomer, I have been raised to have respect for people. I still address people as sir and ma’am, even if they are younger than I am. I call them by their first name, if they give it. I tell their supervisors when I receive quality customer service and I definitely inform the company when I receive poor or non-existent service.
This attitude of millennials simply accepting poor customer service is intolerable. Eventually, the cartoons of years past will come true i.e. the skeleton sitting at a keyboard with cobwebs on them when the IT person shows up and asks “Been waiting long?” That is just one example that has in some ways come true, waiting on-line/hold, for sometimes hours, for computer assistance.
It is already at that point and will only get worse if we can’t change these attitudes. I am hoping that my forthcoming book will address that and reverse that trend. We shouldn’t expect poor service as a matter of course. We can’t be expected to be waiting in line for an interminable period of time to either get a question answered or purchase an item, even in the express line.
Poor service will happen no matter what, at some point while we are out shopping or having fun. But it shouldn’t become the norm, that is one way communism and socialism failed… long lines and no service from the state. Every business has its hiccups in service…to think otherwise is as bad as expecting poor service.
Do you like being abused in any fashion? Either an abused toadie by the boss, significant other, governmental agency, financial companies, criminals, or literally anyone who will take advantage, read abuse, of us? By accepting poor customer service, we are allowing, and telling, the business, no matter what it is, that we “like it, we love it and we want some more of it “.
As consumers, we want to be abused as customers by the business and we like it. We are paying for the privilege of having them keeping us waiting, not answering our questions, running us in circles, denying that it is their fault, and maybe transferring us to someone else where it starts all over again.
As I state in my book, most people will go to a business where they receive the best customer service. That is even if they have to spend a few pennies more, overall, for the items they wish to purchase. Those businesses are the ones that have phenomenal growth in their revenues. It is proven that some businesses are so big no matter what they will succeed i.e. Wal-Mart, Amazon, General Motors, & many others (remember the bailouts of 2008?). But can your business, with you as an employee, manager, or owner survive with poor service?
I would surmise that we would not. Do you push the boundaries of what you can do legally to satisfy the customer? Do you allow your employees to do that, as long as they don’t give away the store? Does your business have a long wait for a customer to receive a refund on a large purchase, having to go through numerous layers of management to do so? They are many ways that you, employee, manager, or business owner can do to satisfy the customer by breaking the rules. You can, in many fashions provide unparalleled service in doing just this. As long as you don’t do anything that is illegal, unethical, or immoral why shouldn’t you do what you can for the customer and as a customer yourself?
Millennials would have a hard time working for me, and their reputation as lazy and do-nothings seems to be well earned in this respect, as I have always had a high commitment to customer service, yes even in security. I did what I could do within the boundaries of being a peon and being spit on by management, figuratively, for doing it. We can’t accept poor customer service if we want to grow our businesses, even as an employee we can grow the business by doing these things.
Read my book, when it comes out, and you’ll see that it is fairly simple to do these things. I expect it to be published in April or May and will post the announcement here.
Unconventional Customer Service: How-to Break the Rules in Providing Unparalleled Service
Robert D. Sollars assists businesses and their employees to lessen their risk of WPV as well as other security/customer service related issues with time tested and proven ideas. You can follow him on his upcoming new website www.robertdsollars.com or twitter@robertsollars2.
I May be Blind but my Vision is Crystal Clear