Can we all assume or agree that something is not quite right in the customer service department these days? From small Mom & Pop to large scale businesses.... there seems to be a pivotal change on what is expected as good or acceptable customer service. What prompted this conversation was a recent interaction with employees of two major hotel chains. As a consumer and service provider myself, I am on both ends of the spectrum, which allows for me to have a peculiar stance on what I think is causing such a decline in customer service. From my own personal observation and after speaking with several people in regards to this hot topic; the average person/consumer is feeling the grunt of this societal nuisance.
Why is customer service on the decline? Many businesses today are working in an employee deficit. When was the last time you walked into an establishment and had to wait longer than expected because of staffing shortages? In today's society, many employees are simply overworked and doing the job of what typically is required of 2-3 paid staff. High turn-over in all employment sectors has created an environment of instability and moral decline in the workplace. When employees are not happy, this dissatisfaction is felt by the customers who patronize the business and in the quality of service received.
Another aspect of the decline in customer service is low wage pay in most service-based occupations. Employee's don't feel compelled to go over and beyond to assist customers if they feel inadequately paid for their efforts. A livable wage in today's over inflated society is crucial and can affect the quality of a consumer’s customer service experience.
As a service provider in the cosmetics and beauty industry, customer service can make or break a client’s experience and ultimately affect the revenue of the salon or independent service provider.
How do you rectify the issues and concerns of your customers/clients? As an employer; how are you meeting the needs of your employees? Leave your answers below, we’d like to hear from you.
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