Is Service Becoming a Lost Art? | Dr. Daniel Connolly | TEDxNazarethUniversity

30 Sep 2024 (2 months ago)

Customer Service Complaints

A customer details their year-long struggle to receive compensation from a moving company for damaged items, highlighting the frustration of dealing with unresponsive customer service. (20s)
A customer recounts being turned away from an ice cream shop that was still open and had customers inside, questioning the logic of refusing service when there was ample time to fulfill the order. (2m54s)
A customer describes an experience at a retail store where they were met with unhelpful service when seeking assistance with a large purchase, emphasizing the lack of basic customer support. (3m41s)

Customer service degradation is occurring across numerous industries, including airlines, healthcare, restaurants, banking, finance, retail, and hotels. (7m37s)
Dissatisfied customers are more inclined to share negative service experiences, with 32% resorting to social media, potentially leading to reputational damage for businesses. (8m49s)

Factors contributing to poor customer service include changing customer expectations, technology-related challenges, service gaps, labor shortages, and companies prioritizing profitability over service. (11m0s)

Good service is subjective and what is considered good service varies from person to person. (14m46s)

Businesses should provide choices, understand customer needs and expectations, create listening posts for feedback, and anticipate customer needs. (15m11s)
Employees who feel valued and well-compensated are more likely to provide good customer service. (19m11s)