Episode 2: The Reasons for Decline

Have you ever heard the saying “it was better before”?

This might not always be true, but it is possible to pin point some recent root causes for the decline in Customer Service Quality:

Staff Shortage:

Pandemic Impact: The COVID-19 pandemic led to significant staff shortages, particularly in customer-facing roles. Many employees left the workforce due to health concerns, burnout, or better opportunities elsewhere.

Increased Demand:

Online Shopping Surge: With more people shopping online and using delivery services, the demand for customer service has skyrocketed. Companies struggle to keep up with the increased volume of inquiries and complaints.

Cost-Cutting Measures:

Budget Reductions: Companies are cutting costs by reducing staff and training, leading to poorer service. This is often a short-sighted approach that can harm long-term customer satisfaction.

Technological Challenges:

Implementation Issues: While technology can enhance customer service, it can also create barriers if not implemented correctly. Automated systems and chatbots can frustrate customers if they do not work seamlessly.

Employees Burnout:

High Stress: Customer service roles are often high stress, leading to burnout and high turnover rates. Burned-out employees are less likely to provide high-quality service.

Understanding the underlying cause for poor Customer Service Quality is the first step towards remission; but still one need to want to undertake the necessary actions!