I remember a time when if a customer had a bad experience, the employee on the receiving end always acknowledged it and usually said, \u201cI\u2019m sorry.\u201d That rarely happens anymore if at all. It\u2019s not just me, \u201cIn a June 2023 study from Customer Contact Week Digital showed that 57% of customers surveyed thought that customer service had gotten worse in the last year, with a quarter of all respondents saying it had become much worse. A mere 4% thought customer service was much better.\u201d<\/p>\n\n\n\n
Some argue this declining trend is by design, as a way to cut costs and for those in a subscription type service an impossible way to cancel, thus increasing the bottom line for the businesses as well as the frustration for the consumers paying for their products and services!<\/p>\n\n\n\n
I recently had a horrible experience trying to change my cell phone provider working with three large Fortune 500 companies. The first agent from company #1, when he heard I had an older model phone, asked me to confirm in disbelief and then laughed at me. Another one from company #2, asked if I needed directions to the Rockaway Mall?! Seriously, I just gave him a look which I actually felt coming across my face. I remember when the mall was built! Lastly and probably worst in this incident was another rep from company #3, said to me over the phone, \u201cjust shut up\u201d. I replied shocked, \u201cyou just told me to shut up?\u201d No response, followed by a hang up.<\/p>\n\n\n\n
A little politeness, validation, goes a long way. It\u2019s OK to say, \u201cI\u2019m sorry\u201d and it\u2019s not an acknowledgment of fault. It\u2019s a way to show empathy, that you understand and for me at least goes a long way in how I ultimately feel about that business.<\/p>\n","protected":false},"excerpt":{"rendered":"
I remember a time when if a customer had a bad experience, the employee on the receiving end always acknowledged it and usually said, \u201cI\u2019m sorry.\u201d That rarely happens anymore if at all. It\u2019s not just me, \u201cIn a June 2023 study from Customer Contact Week Digital showed that 57% of customers surveyed thought that customer service had gotten worse in the last year, with a quarter of all respondents saying it had become much worse. A mere 4% thought customer service was much better.\u201d<\/p>\n","protected":false},"author":2,"featured_media":4876,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[143],"tags":[],"class_list":["post-4874","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-2026-blog-posts"],"_links":{"self":[{"href":"https:\/\/familypromisesussex.org\/index.php\/wp-json\/wp\/v2\/posts\/4874","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/familypromisesussex.org\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/familypromisesussex.org\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/familypromisesussex.org\/index.php\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/familypromisesussex.org\/index.php\/wp-json\/wp\/v2\/comments?post=4874"}],"version-history":[{"count":1,"href":"https:\/\/familypromisesussex.org\/index.php\/wp-json\/wp\/v2\/posts\/4874\/revisions"}],"predecessor-version":[{"id":4875,"href":"https:\/\/familypromisesussex.org\/index.php\/wp-json\/wp\/v2\/posts\/4874\/revisions\/4875"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/familypromisesussex.org\/index.php\/wp-json\/wp\/v2\/media\/4876"}],"wp:attachment":[{"href":"https:\/\/familypromisesussex.org\/index.php\/wp-json\/wp\/v2\/media?parent=4874"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/familypromisesussex.org\/index.php\/wp-json\/wp\/v2\/categories?post=4874"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/familypromisesussex.org\/index.php\/wp-json\/wp\/v2\/tags?post=4874"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}