Imagine this scenario: you've got everything down pat. Your customer service offerings are varied, open for 24-hours and highly staffed. By all accounts, you're meeting or exceeding the type of services normally offered in this area. You should be good to go.
Except you aren't. For some reason, your call center answering services aren't driving up your customer satisfaction levels or convincing anyone to invest more in your company. And callers are still complaining. What could possibly be wrong?
Although you could approach this situation by taking down facts, performing extensive customer research and crunching numbers, there's a simpler way to figure out if your customers are right in the angst they feel over your company. As someone who works there, ask yourself: would you call your own customer service line?
That's the course of action Forbes contributor and economics professor Laurence Kotlikoff suggested that Comcast's heads do recently. Kotlikoff was speaking in response to an extended interaction with their service that featured the old familiar song and dance of multiple operators and conflicting information.
Although he uses some humorous exaggeration in his piece, Kotlikoff's rebuke is only half joking.
"I recommend that the CEO of Comcast and all its board members as well as the head of customer support pop some blood pressure pills and call in anonymously with exactly my problem and see the kind of incompetence with which their company is operating and the kind of fraud their company is perpetuating."
Well, why not? Nothing drives home the point like experiencing it for yourself, and since anyone could theoretically fall into a trap like this, catching bad practices before it's too late is crucial.