Poor service delivery requires an increase in customer effort to avail it; and today's customer is in no mood to put in that extra effort.
- Does a customer need a better understanding on how to get requirements met, which could help in improving service quality.
- Can more tolerance by the customer result in a better service experience?
Customer Leniency is Detrimental to Service:
Good service requires the customer to put in only a minimal effort to receive service (and that is why the Customer Effort score is also a measure for good service). The increase in effort for the customer is a clear indication of inadequacies within the business. The customer, on the other hand, does not communicate this effort to the company. A leniency by the customer, which is one of the prime reasons for complacent service.
The more the customer tolerates the worse the service gets. It is a vortex, pulling service into an abyss that only something as drastic as the customer’s intolerance can help to salvage.
Complacency is Disrespect:
- Bad service is a reflection of complacency within the business.
- Complacency is a sign of being disrespectful to the customer.
- Continuing business with such a company is a bad choice.
Leave Companies with Bad Service:
A business with poor service needs a wake up call. One that hits the place that hurts the most - the wallet. Businesses need to feel the loss in revenue caused by the exodus of the customer, and a financial strain created by ballooning costs of acquiring new ones to compensate that loss.
Customer churn is a great alarm bell for a business that delivers bad service.
So, if not for themselves, the customer must do the company a favour - Leave.
Intolerance - Tips:
Tip to the business: It is the customer’s complacency that gives you the audacity to continue providing sub-standard service. Pre-empt their intolerance.
Tip to the customer: If you eat the gruel they dish out, why would they serve you steak?
You are the customer. Be Intolerant!
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