Every year, I eagerly anticipate the release of PJ Media and the Temkin Group’s annual report ranking customer service levels across twenty different industries. It’s certainly nice to celebrate the winners, but, as a problem solver, I’m more interested in looking at the other side of the coin to see what may be missing from their equations.
The three industries with that dubious honor this year were: TV/Internet ISPs, health plans and airlines. In each case, it helps to come back to a simple question: what do modern consumers expect when it comes to customer service? They want personalization, hasty resolution, the opportunity for a personalized experience and an opportunity to resolve their own inquiries autonomously.
TV and Internet providers have a unique opportunity to provide more seamless customer service, as viewers could potentially use their device as a touch point to get better customer support. Placing extra emphasis on this touch point can allow for a faster and more convenient experience for customers.
Take it from our nation’s leaders: figuring out healthcare is hard. So it should come as no surprise that consumers are dissatisfied with their health insurers too. Of course, it doesn’t help either that it’s usually bad news if you have to get your insurance company on the phone. To change their reputation, insurers might want to consider a more proactive, preemptive approach. Outbound messaging could help remind these individuals to take care of themselves to avoid injuries later, while telling them that they’re valued customers even when they aren’t in need of dire help.
If airlines aren’t going to add more leg room, they ought to start thinking of other ways improve their customer service levels. The key is identifying the greatest pain points for customers. The example that comes to mind is a cancelled flight that sends hundreds of individuals scrambling to speak with customer service representatives. Airlines need to have efficient contact centers in place to efficiently handle large volumes of incoming callers.