TRIPLE III TIME: Costs of Poor Customer Service

Feb 9

Posted by

There have been many articles and maybe even books written about the Costs of Poor Customer Service.  And whether it is exactly true or not… “estimates of the cost of poor customer service range from $75 billion to $1.6 trillion per year” (midlandstech.edu)!  Unfortunately as I talk with individuals who are on an entrepreneurship path toward building a successful new private business or public service, the economic value of attaining and retaining GREAT customer service is a huge factor in many of our discussions.

How is the incidence of poor customer service approached when I talk with business/agency leaders?  Well I start with the almost common sense list of impacts:

  • Direct loss of customers (new and old)
  • Person-to-person poor reputation communication
  • Confused strategic planning action
  • Uncertainty in new marketing practices
  • Lay-offs/firings and continuous staff turnover
  • Over-orders…Under-orders

This is probably just a partial list of Costs of Poor Customer Service challenges that need/deserve attention for today’s world of work.

Then the questions about why customer service is poor get appropriate time…but again common sense understanding comes through:tip

  • Employees aren’t listening to customers
  • Cost-cutting has lowered customer service
  • Organizational growing pains have caused customer service gaps
  • Personal approaches have been over-reduced and technologically replaced
  • And yes there are others!

Fortunately…just like this TRIPLE III TIME message our last segment of consulting moments addresses a number of “prime-time” suggestions on how to improve customer service.

  1. Become a “student of quality customer service in your workplace.” Observe, take notes, ask questions and share REGULARLY good actions.
  2. Conduct a REGULAR “what else?” survey with current customers.
  3. Allow innovation and creativity to your products and services with some REGULARITY.
  4. Do not allow one employee to over-power the “new idea book” on a REGULAR basis.
  5. Pursue a customer service approach that ensures some form of REGULAR live personal contact.

I hope everyone gleans some ideas from this TRIPLE III TIME message…and then excels REGULARLY in all forms of Customer Service!!

Unknown's avatar

About Inspiring Innovations, Inc.

Marv Pichla is currently the owner and Creative Advisor for his own small business, Inspiring Innovations, Inc. Sharing his unique experience with entrepreneurship and innovation in public service, Marv consults with public and private business, education, and community organizations to develop new and different problem solving methods through real-life example-based learning. Prior to starting-up Inspiring Innovations, Inc. Marv served as Executive Director for Thumb Area Michigan Works! As Executive Director, Marv used public sector innovation as his guide for the organizations regional career development, employment service, education and strategic planning initiatives. Finally, Marv was raised on a farm in the Thumb Area of Michigan where he claims he received the education principles he values most. However, he obtained his Bachelors and Masters Degrees from Center Michigan University in Public Administration and eventually his Ph.D. from Capella University in Minnesota. Marv can be reached at: mpichla@inspiringinnovationsllc.com

Posted on February 9, 2024, in DEVELOPING YOU!. Bookmark the permalink. Leave a comment.

Leave a comment