Post-pandemic expectations and attitudes have shifted.
I always describe myself as their customer; regardless of their position, I also count them as my customer. In my view, positive work culture and job satisfaction begin and end with mutual respect, and our employees need to know that we as administrators share in that responsibility.
When we demonstrate a positive internal customer service environment, our team easily relates this practice to our many external customers.
I don’t know about you, but I experience declining customer service everywhere I go, from the doctor’s office to the grocery store. My response is to change where and how I do business and where I spend.
Post-pandemic expectations and attitudes have shifted. In the web world, customers want access to us 24/7, and most will focus their time and resources on companies that meet these demands. Now, most of us do not offer 24/7 assistance, but we all have the resources to use the tools we have, namely websites and electronic or automated services to respond to customers 24/7. A common website sometimes supplies frequently asked questions (FAQ) access, allowing customer access to you or your company. Even better than FAQs are the automated live chat options where the customer can interact directly and receive responses to common questions. Efficient customer service is being able to help someone when they need it.
Customers have high expectations. Recent studies show that in the U.S., 54% of all customers said they have higher expectations than pre-pandemic. Post-pandemic society has shifted to be more flexible. To be competitive, customers need access to goods and services outside of the 9 a.m. to 5 p.m. pre-pandemic scheduling. Recently, my husband called his doctor to schedule an appointment and the scheduler told him she didn’t have time to schedule him. What?
Customer service should be your priority. Customer experience is drawing a lot of attention in the social media arena. If someone has a positive experience in minutes, they transmit that experience through social media and the public responds favorably, and vice versa, a poor experience travels like lightning as well. Studies show that customer experience is more important than price. Good customer service equals loyal, returning or repurchasing consumers.
When considering politics, don’t get me started, but companies need to know that if you publicly display your political affiliation or party support, you may lose customers and/or suppliers.
Think about your customer journey. What restaurants, grocery stores or medical providers do you patronize and why? Then, test your place of business. Are your businesses meeting your expectations?
My office’s general comment or feedback is “I felt welcomed, I felt like I mattered, and my needs were met.” Our federal customer rating is 98% satisfaction.
The Yavapai County Workforce Development Board has embraced Kazien-continuous improvement. Our goal is 100% customer satisfaction, 100% of the time. QCBN
By Teri Drew
Teri Drew is the executive director of the Yavapai County Workforce Development Board.
Leave a Reply