Tony Amante Schepers is the Director of Operations and Customer Experience at a company called Curbside Kitchen; a website and app that partners with the best food trucks to have breakfast and lunch options “trucked in” daily to your workplace.
Waiting on hold is still one of the most common customer pain points, as it has been for years. And due to short staffing across many industries, hold times seem to be on the rise. So why don’t companies give any thought to making the wait-on-hold experience more tolerable?
Rafi Glantz is a Senior Partner Success Manager at an innovative website accessibility company called accessiBe. The company was recently featured on the Experience This! podcast. Dan Gingiss: Rafi, could you please introduce us to accessiBe? Rafi Glantz: Sure.
The customers that complain do so because they care. They actually want to continue doing business with you. They want you to fix the problem. If they didn’t care, they would just leave. And so many customers do that. If you look at feedback as a gift, you will realize that these are customers that are trying to help you.
Why do we need to look at the Actions of the Customer (AOC)? When we see what people are actually doing, we can enhance the experience based on that.
I always heard that for every person that does call with a complaint, there’s at least 100 people that are having the same problem that don’t bother complaining. Now, while I’ve never confirmed that number, I can tell you anecdotally that it makes sense to me. It definitely makes sense because we have so many times where customers leave our business and never tell us why they’re leaving, because we never really opened ourselves up to hearing their feedback.