Is Internal Customer Service Hindering the Customer Experience?

I recently had a friendly and professional Direct TV technician come to my house to install updated equipment. He encountered a problem with the connection and had to make a call to an internal IT specialist who put him on hold for a long time. I began to wonder how much much time and/or revenue is lost while field technicians are on hold with their own internal staff. This causes a lot of delayed arrivals or completely missed appointments with other customers, thus a poor customer experience to them. After he left, I experienced additional problems. I called customer support and they told me to wait 24 hours and the issue would be resolved. 72 hours later the problem was not resolved! This resulted in having to call customer support to set up another appointment. We all know how much fun that can be!

Ironically, the following day I received a text feedback survey with six general questions that never allowed me to express my true feedback on the service. In the comment section I even mentioned my unresolved problems. I never received a call with a concern to address my comments. I am not sure what the purpose of sending out the survey is, if they don’t follow up on the problems? Is this a just a way to make everyone think they are customer oriented, when they don’t truly care? My prior experiences with Direct TV prior to the change in ownership with AT&T were much more positive.

Why should you send out feedback surveys & respond?

The goal is always to get an unhappy customer to return. If you are thinking you can always get more customers you are WRONG… Unhappy customers will tell 10+ people and then those 10 will tell 10 more. How much money you have lost just by not following up with your unhappy customer. Your customers are GOLD!!

Middle-aged man holds telephone while woman screams at it

Feedback surveys are rarely completed and rarely elicit the real information from a customer. As a professional business assessor/mystery shopper I can get to the root of the problem and help you resolve it!

Does your company do everything it takes to get customers to return and refer? If not contact The Hart Experience 602.717.3271 or Debbie@thehartexperience.com to give you a Complimentary business assessment and show you how to GROW your business with WOW experiences…

A Referring Customer Is A Happy Customer!!