JOHN GOODMAN
FEATURE
DISSATISFIED CUSTOMERS , UNSATISFACTORY RESPONSES ?
HOW BEST TO PAY ATTENTION TO CUSTOMERS .
BY BRENDAN READ , CONTACT CENTER PIPELINE ; Q & A WITH JOHN GOODMAN , CCMC
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Customers , it appears , have no shortage of issues : product and service-related , but sometimes customer service-related , to contact companies about and on a growing array of channels .
But are companies listening ? Are they responding as well as they should ? If not , are there ways to highlight the need to listen and act on customer matters in conversations with them ? And what contact channels should senior executives be tuned in on ?
For insights we recently had a virtual conversation with John Goodman , Vice Chairman , Customer Care Measurement and Consulting ( CCMC ).
JOHN GOODMAN
ARE CUSTOMERS ’ ISSUES WITH PRODUCTS AND SERVICES RISING , AND IF SO , WHY ?
A : Yes , and the three major causes are inflation and price increases , especially in CPG ( consumer packaged goods ), food in general and housing , and over automation . These three issues then cause frustration .
When customers are frustrated and angry , the blood drains from their heads and they are inherently less rational and restrained . There are two other causes of this frustration :
1 . Companies are not equipping their staff to effectively respond to complaints in these areas : and are , in general , failing to adequately empower their staff .
6 CONTACT CENTER PIPELINE