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"Be nicer to your customers than your competition"- Richard Reed.
Recently, I had a first-hand experience of customer care done badly. It was a frustrating ordeal that began in a queue at a local bank.
They'd recently implemented a Queue Management System (QMS) to address the long wait times and customer build-up. While the intention behind the system was to streamline the process and improve efficiency, the execution left much to be desired.
As I stood in line, I couldn't help but notice the chaos that ensued. Customers were confused about where to go and what to do, leading to further delays and frustration.
The lack of clear instructions and guidance only added to the confusion, making the whole experience more stressful than it needed to be.
It became evident that while the bank may have had good intentions with the QMS, the implementation was flawed. The devil truly was in the details, as the small nuances and oversights in the system led to a breakdown in customer service.
What was meant to improve the customer experience ended up doing the opposite, leaving many customers feeling dissatisfied and unattended to.
"Queue Management is a set of principles aimed at controlling customer flow and streamlining the queuing experience".- qminder.com
Success hinges on embracing the process as an ongoing pursuit and carrying it out with unwavering dedication. When executed proficiently, this method can significantly elevate customer engagement, drive sales, and nurture customer loyalty.
On the flip side, subpar execution could result in customer skepticism and introduce inequity into the system.
Learning from Mistakes: Analyzing Observed Missteps
🙈 Uninformed customers:
People walked in asking about different transactions - and were simply referred to the self-service kiosk;
🙈 No clear information as to wait times:
Chairs were indeed provided, yet in the absence of further guidance, individuals simply twiddled their thumbs and fidgeted, thereby heightening their anxiety about the perceived wait duration.
🙈 Improper technology match:
While QMS has been adopted in many industries, "one size does not fit all". In the banking sector especially, there has been increased use of apps that allow for data farming by banks but also allows the customer to play an active role in the process.
"Customer centricity is a culture of putting the customer at the center of everything you do"-Brian Solis.
The atmosphere in the bank was filled with a sense of confusion and discontent among both customers and staff. This lack of clarity or resolution left people feeling frustrated and dissatisfied with the situation at hand.
It was evident that there was a disconnect between expectations and reality, leading to a general feeling of unhappiness.
Looking ahead, there is a glimmer of hope that things will improve 🤔. It is crucial for management to address the issues promptly and effectively, in order to restore confidence and satisfaction among both customers and employees.
The key lies in swift and decisive action to rectify the situation and ensure a smoother experience for everyone involved.
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