While the American Customer Satisfaction Index may not use the word “hated,” the author of the Examiner article did. Essentially, the 10 companies noted are the lowest rated by the ACSI. They include PEPCO, Delta, Time Warner Cable, Comcast, Charter, US Airways, United Airlines, American Airlines, MY SPACE, and Facebook. So it’s Airlines, Telecomm/Utilities, and Social Networking…oh my!
With these 3 industry types, there should be some common issues, and there are several. Some of the most prevalent points are poor customer service, not even doing the bare minimum a customer would expect like keeping systems functioning, billing or fee-based issues, and excessive waits.
So the lessons are clear:
· Set expectations with customers, and meet at least the most basic level of these expectations.
· Charge what you said you’d charge, don’t raise rates without a good reason, and convey the good reason if it exists.
· Have processes that work – don’t bill incorrectly, don’t make the customer wait excessively – particularly if they’re waiting to address a problem you caused.
· Deliver customer service that conveys you care about the customer, their time, and their need or issue.
Being the bottom rated in customer satisfaction is an honor no business wants. To receive more positive recognition, these companies need to learn these key lessons.
Which of these lessons can you apply to your business…or yourself?
Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/
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