How many times have you had a customer service interaction where you walked away in disbelief over how clueless the person “helping” you was? You’ve sat there at least once saying “I cannot believe they just don’t understand my problem.”
Now think about how many times your customers have said this about you or your organization. Scary, isn’t it?
I’m not only talking about customer service reps in call centers – I’m talking about anyone who interacts with a customer (salespeople, relationship managers, marketers, executives, etc.). Any one of those individuals can completely destroy a customer interaction by not connecting to the customer’s need. This disconnect occurs because the person providing the service comes at it from their own perspective rather than the customer’s.
Why does this happen? Probably because your metrics are screwed up and you create incentives for bad behavior. Remember – Hobbes pointed out that man is inherently selfish. Your people will behave in a manner that maximizes their own well-being (cash, advancement, free time, etc.). But don’t despair. There’s a simple thing you can do to generate the behaviors that will have your customers rave about you: become a mind reader just like Karnak.