Sit back for a minute and reflect on the last time you interacted with Customer Service. Was it the returns counter at a retailer? Maybe it was a call to your work’s IT help desk or heaven forbid it was the ever dreaded phone call to your cable or internet service provider. Did you get all worked up and anxious because you knew it was going to be a fight? Did you get what you wanted out of the experience or did you give up and settle on the solution provided? Were you even able to get ahold of someone to talk too?
With the ever changing business landscape, technological advancement and instant access to information via the world wide web, customer service has been evolving too. 15 years ago you had to read the back of a package or the instruction manual that came with the product to find a customer service number or bring the product back to the place it was purchased for more information.
Fast forward to 2007. The internet was really starting to flourish, more people were gaining access and mobile phones were also attaining internet connectivity. More information was becoming accessible at one’s fingertips than ever before and it was instant (or what we thought was instant at the time). Now, fast forward to 2016. Today’s population has been consumed by the instant availability of services and information and now expect that instant gratification from a purchase or solution. Unfortunately, not all companies feel the need to provide that instant gratification with their customer service, well unless you want to pay for it.