Animal health customer service pros and their executives will want to invest the time to listen to this episode of On Point. It takes on customer service frustration and success from customers’ and employees’ points of view. The discussion among the host and two customer experience experts features relevant examples of poorly designed customer journeys and ways to improve them.
Source: On Point from WBUR, November 3, 2022. Link. “We’re seeing this on both sides of the interaction, too. Customers are getting frustrated, as well as the people who serve them. It’s a complex situation that a lot of customers are paying for.” – Jeannie Walters, founder and CEO, Experience Investigators.
INSIGHTS: Let’s ensure animal health customer service never hits the low ranks of the worst offenders Walters shared: 1) airlines, 2) cable/internet providers and 3) mobile phone service providers. As important as it is for companies to provide the best possible customer experiences, it’s also key that customers remember real humans are on the end of the phone lines and chat boxes and they are there to help, not take abuse. Because as Walters noted, “Delighted customers will bring you more customers.”