• Login
    • Join
  • Subscribe Free
    • Magazine
    • eNewsletter
    Checkout
    • Magazine
    • News
    • Exclusives
    • Labels & Packaging
    • Markets
    • Technology
    • Equipment
    • Supplies
    • Buyers' Guide
    • Events
    • Jobs
    • More
  • Magazine
  • News
  • Exclusives
  • Labels & Packaging
  • Markets
  • Technology
  • Equipment
  • Supplies
  • Buyers' Guide
  • Events
  • Jobs
  • Current / Back Issues
    Features
    Editorial
    Columns
    Digital Edition
    eNewsletter Archive
    Our Team
    Subscribe Now
    Advertise Now
    Top Features
    Dscoop Post-Show Coverage

    Slitter-Rewinders

    Craft Beer Labels

    Pharmaceutical Labels

    Luminer Converting Group: Narrow Web Profile
    Breaking News
    Converter News
    European Label News
    Industry News
    Industry People
    M&A News
    New Products
    Expert's Opinion
    Live From Shows
    Top News
    Specialty announces move to new facility

    Mark Andy hosts dealer's open house in Warsaw

    Nazdar celebrates 100th anniversary with refreshed brand identity

    Kingfisher Labels adds 10th Edale press

    Dantex Group receives accreditation for Pico digital presses
    Blog
    Video Bites
    Beauty & Personal Care Labels
    Beer Labels
    Beverage Labels
    Flexible Packaging
    Folding Carton
    Food Labels
    Glue-Applied
    In-Mold
    Industrial Labels
    Medical Labels
    Pharmaceutical Labels
    Pressure Sensitive
    Prime Labels
    Promotional Labels
    Security Labels
    Shrink
    Smart Labels
    Specialty Labels
    Spirits Labels
    Wine Labels

    World’s first tequila in a cardboard bottle

    In-Mold Decorating Association announces 2022 IMDA Awards Competition

    Five approaches for more sustainable beauty packaging

    Essentra Packaging invests in Landa Nanographic press

    In 2040 a fifth of all food packaging could still be landfilled or incinerated
    Africa
    Asia
    Australia
    China
    Europe
    India
    Latin America
    Middle East
    North America

    Specialty announces move to new facility

    Mark Andy hosts dealer's open house in Warsaw

    Kingfisher Labels adds 10th Edale press

    Dantex Group receives accreditation for Pico digital presses

    Heidelberg USA launches new Print Media Performance & Training Center
    Flexography
    Digital Printing
    Prepress
    Finishing
    Sustainability

    Mark Andy hosts dealer's open house in Warsaw

    Kingfisher Labels adds 10th Edale press

    Dantex Group receives accreditation for Pico digital presses

    World’s first tequila in a cardboard bottle

    EyeC unveils revamped website
    Digital Printers & Presses
    Flexo Presses
    Label Converting Equipment
    Label Finishing Equipment
    Prepress Equipment

    Mark Andy hosts dealer's open house in Warsaw

    Kingfisher Labels adds 10th Edale press

    Dantex Group receives accreditation for Pico digital presses

    EyeC unveils revamped website

    Essentra Packaging invests in Landa Nanographic press
    Dies And Tooling
    Flexo Supplies
    Ink & Coatings
    Prepress Supplies
    Pressrooom Supplies
    Substrates

    Nazdar celebrates 100th anniversary with refreshed brand identity

    Avery Dennison announces Global Supplier Award winners

    In 2040 a fifth of all food packaging could still be landfilled or incinerated

    Nazdar to manufacture VFP electronic ink for US Market

    Asda implements latest ColorCert ScoreCard Server
    All Companies
    Categories
    Company Profiles
    Label Converters
    Trade Associations
    Add New Company
    International Buyers Guide Companies
    Delta ModTech

    QC Electronics, Inc.

    NarrowWebExchange.com, LLC

    KTI

    Epson America, Inc.
    Industry Events
    Webinars
    Live from Show Events
    • Magazine
      • Current & Past Issues
      • Features
      • Editorial
      • Columns
      • Digital Edition
      • eNewsletter Archive
      • Subscribe Now
      • Advertise Now
    • Breaking News
    • Buyers' Guide
      • All Companies
      • Categories
      • Company Profiles
      • Label Converters
      • Trade Associations
      • Add Your Company
    • Labels & Packaging
      • Beauty & Personal Care Labels
      • Beer Labels
      • Beverage Labels
      • Flexible Packaging
      • Folding Carton
      • Food Labels
      • Glue-Applied
      • In-Mold
      • Industrial Labels
      • Medical Labels
      • Pharmaceuticals Labels
      • Pressure Sensitive
      • Prime Labels
      • Promotional Labels
      • Security Labels
      • Shrink
      • Smart Labels
      • Speciality Labels
      • Spirits Labels
      • Wine Tables
    • Markets
      • Africa
      • Asia
      • Australia
      • China
      • Europe
      • India
      • Latin America
      • Middle East
      • North America
    • Equipment
      • Digital Printers & Presses
      • Flexo Presses
      • Label Converting Equipment
      • Label Fishing Equipment
    • Supplies
      • Dies And Tooling
      • Flexo Supplies
      • Ink & Coatings
      • Prepress Supplies
      • Substrates
      • Pressrooom Supplies
    • Online Exclusives
    • Slideshows
    • Experts Opinions
    • Videos
    • Podcasts
    • Infographics
    • Blog
    • Whitepapers
    • Events
      • Industry Events
      • Live from Show Events
      • Webinars
    • Jobs
    • Resources
      • Supplier Gallery
      • Literature Showcase
      • Homepage Showcase
    • About Us
      • About Us
      • Contact Us
      • Advertise With Us
      • Privacy Policy
      • Terms of Use
    Customer Service

    Why is the ‘customer experience’ fraught with bad information?

    ...

    Related CONTENT
    • Fujifilm forecasts bright future for labels
    • Mactac and Esker form process automation partnership
    • Labels that hold up: A vital customer service commitment
    • Prati debuts online technical assistance platform
    • ASL Print FX grows with MPS EF Symjet 'powered by Domino' hybrid press
    Mark Lusky11.17.17
    Providing top-notch customer care is all the rage. Everyone talks about it, cites the appropriate buzzwords (e.g., customer experience) and commits to providing a positive interaction.

    This shining beacon dims quickly when customers learn that what they’ve been told to expect doesn’t match up with performance. “Free” turns into “fee,” and promises of great service go out the door once the sale is concluded. 

    There’s a joke about a deceased man offered a preview of both heaven and hell before deciding where to go. Heaven is resplendent with white, puffy clouds and serenity; hell is afire with a raucous, hedonistic party. Impressed most with the latter, the decedent chooses hell. When he returns, it’s the stench-filled nightmare most envision. He asked what happened, and was told, “Yesterday you were a prospect; today you’re a client.”

    And so it goes – offer anything to make the sale, even if it’s inaccurate or misrepresents the real experience. This creates a ton of customer angst and anger once it’s exposed.

    With hyper-competition and pressure to keep stakeholders happy, the idea of under-promise and over-deliver has been turned upside down. Why is it that customers are being alienated most at the very time when emphasis on good customer service is at its highest? How do you combat it in your organization? 

    Here are a few thoughts:

    Poor training. Training deficiencies can be the result of inadequate dispensing of accurate and educational information and/or insufficient attention paid to it. Just because good training is given doesn’t mean it will take – especially when trainees are less than totally invested in the job itself. Given that the problem can lie at both ends of the spectrum, it’s vital to make sure a total connection is made…and retained. Providing inadequate training and/or not testing to make sure important information is retained are surefire ways to lose business. There are many training and retention-testing methods. Make sure to invest in a proven protocol.

    A work ethic that lacks attention to detail, accuracy and keeping commitments. The atrocious lack of attention paid to proper grammar and spelling is indicative of a culture that has devalued details and accuracy across a broad spectrum. If you’ve got a customer service rep that hasn’t been properly trained and doesn’t live by a code of attention to detail, accuracy and commitment-keeping…bingo, you’ve got the perfect storm for disgruntled customers.

    Almost worse, when called on their deficiencies by customers, many of these reps have been taught to apologize profusely – which at that point can be really annoying, especially if it sounds insincere. Perhaps they should put that effort into getting it right the first time. To help resolve these shortcomings, hiring and training procedures need to emphasize the importance of details, accuracy and commitments, and constant reinforcement should be built into the mix. Watch closely for telltale signs of sloppiness in any of these areas (e.g., poor grammar, misspellings on routine communications). If they’re doing it there, where else is it occurring?

    Overload. The adage, “haste makes waste” has survived for a reason. Customer reps who are overloaded will naturally gravitate toward behaviors that cause problems. The rep that would have double-checked with a supervisor about a customer service challenge under normal conditions may feel compelled to “wing it” because of work overload. That “winging it” very well can make the difference between providing accurate and complete information to a customer or not. One obvious way to gauge – and, if necessary, remediate – overload is to review performance on a regular basis.

    Encourage the employee to address concerns and act on them in the most productive way possible. Companies unable or unwilling to alleviate legitimate overload on their employees are creating the perfect environment for a poor customer experience. If it’s a matter of too much to do with too little budget, remember that it doesn’t take a whole lot of dissatisfied (and former) customers to underwrite, at least partially, the tab for doing it right in the first place.

    Laissez-faire employees. It’s no secret that many of today’s workers seem less than totally committed to the job. It’s a fast-paced world with fast-moving opportunities, and if something doesn’t work out with a minimum amount of effort, just go find another job. If you have customer service reps that fall into this category, either get them to screw their heads on straight or find other people more willing to put what’s needed into the job.


    Mark Lusky is a marketing communications professional who has worked with Lightning Labels, an all-digital custom label printer in Denver, CO, USA, since 2008. Find Lightning Labels on Facebook for special offers and label printing news.
    Related Searches
    • label
    • waste
    • Label printing
    • environment
    Suggested For You
    Fujifilm forecasts bright future for labels Fujifilm forecasts bright future for labels
    Mactac and Esker form process automation partnership Mactac and Esker form process automation partnership
    Labels that hold up: A vital customer service commitment Labels that hold up: A vital customer service commitment
    Prati debuts online technical assistance platform Prati debuts online technical assistance platform
    ASL Print FX grows with MPS EF Symjet ASL Print FX grows with MPS EF Symjet 'powered by Domino' hybrid press
    Xaar opens new customer service center in China Xaar opens new customer service center in China
    Lux Global Label adapts, thrives during challenging year Lux Global Label adapts, thrives during challenging year
    Smith Corona launches new website Smith Corona launches new website
    Inovar Packaging Group acquires Precision Label Inovar Packaging Group acquires Precision Label
    Signature and Action Flexible Packaging acquires Chromatic Labels Signature and Action Flexible Packaging acquires Chromatic Labels
    Label Insights:  FLEXcon details the importance of material selection Label Insights: FLEXcon details the importance of material selection
    Sprigs + Twigs showcases how labels can be customer service assets Sprigs + Twigs showcases how labels can be customer service assets
    Narrow Web Profile:  Leapin’ Lizard Labels Narrow Web Profile: Leapin’ Lizard Labels
     Pacer Print and Packaging adds Screen digital press Pacer Print and Packaging adds Screen digital press
    L&NW survey analyzes industry travel preferences L&NW survey analyzes industry travel preferences

    Related Content

    • Digital Printing | Flexography | Ink and Coatings
      Fujifilm forecasts bright future for labels

      Fujifilm forecasts bright future for labels

      The company has continued to engineer solutions for a market that is expected to grow at 3-5% CAGR.
      Greg Hrinya, Editor 09.22.21

    • Substrates
      Mactac and Esker form process automation partnership

      Mactac and Esker form process automation partnership

      Automated accounts payable and order management processes enhance customer service while catering to a growing customer base.
      09.20.21

    • Labels that hold up: A vital customer service commitment

      ...
      Mark Lusky 09.10.21


    • Prati debuts online technical assistance platform

      Prati debuts online technical assistance platform

      Fastlane Support is an online tech support tool designed to streamline customer requests, resulting in less paperwork, fewer phone calls and better service.
      09.07.21

    • Digital Printers & Presses | Digital Printing | Flexography | North America
      ASL Print FX grows with MPS EF Symjet

      ASL Print FX grows with MPS EF Symjet 'powered by Domino' hybrid press

      Based on its success with the hybrid press, ASL Print FX is set to install a Domino N610i digital UV inkjet label press in its Toronto location.
      08.17.21


      Trending
      • Brook + Whittle Acquires Diamond Flexible Packaging | Label and Narrow Web
      • Five Approaches For More Sustainable Beauty Packaging | Label and Narrow Web
      • SunDance Moves Into Flexible Packaging With HP Indigo | Label and Narrow Web
      • The Progression Of Paper Mills | Label and Narrow Web
      • Argent Tape & Label's Lynn Perenic An 'Entrepreneur Of The Year' Finalist | Label and Narrow Web
      Breaking News
      • Specialty announces move to new facility
      • Mark Andy hosts dealer's open house in Warsaw
      • Nazdar celebrates 100th anniversary with refreshed brand identity
      • Kingfisher Labels adds 10th Edale press
      • Dantex Group receives accreditation for Pico digital presses
      View Breaking News >
      CURRENT ISSUE

      April 2022

      • Dscoop Post-Show Coverage
      • Slitter-Rewinders
      • Craft Beer Labels
      • Pharmaceutical Labels
      • Luminer Converting Group

      Cookies help us to provide you with an excellent service. By using our website, you declare yourself in agreement with our use of cookies.
      You can obtain detailed information about the use of cookies on our website by clicking on "More information”.

      • About Us
      • Privacy Policy
      • Terms And Conditions
      • Contact Us

      follow us

      Subscribe
      Nutraceuticals World

      Latest Breaking News From Nutraceuticals World

      Kyowa Hakko Appoints Dr. Colin Hill to Immuse Scientific Advisory Board
      Expert Consensus Statement: Diet is Best Primary Intervention to Achieve Diabetes Remission
      Choline Alone May Improve Maternal DHA Status During Pregnancy
      Coatings World

      Latest Breaking News From Coatings World

      Teknos Receives EcoVadis Gold Medal for Sustainability Performance
      AkzoNobel and Partners Team Up to Hack Carbon Reduction Challenges
      Five PPG Facilities in Ohio Recognized for Sustainability, Health, Safety Practices
      Medical Product Outsourcing

      Latest Breaking News From Medical Product Outsourcing

      Iterative Scopes Expands its Senior Leadership Team
      Viz.ai Raises $100 Million in Series D Funding
      FDA Clears Arterys' AI Mapping and Quantification Tools
      Contract Pharma

      Latest Breaking News From Contract Pharma

      MG America Appoints Claudio Radossi as President
      Catalent Invests $175M to Expand Mfg. Capabilities at Winchester, KY
      Sartorius Expands Manufacturing Site in Tunisia
      Beauty Packaging

      Latest Breaking News From Beauty Packaging

      HASK Beauty Enters Exclusive Partnership with Amazon
      Garance Doré Launches Made in France Skincare Line
      The World’s Most Popular Perfumes & Celebrity Fragrances
      Happi

      Latest Breaking News From Happi

      Benigna Parfums Releases The Royal Essence Collection
      Silab Implements Biodiversity Conservation Project
      Indie Beauty Brand i-On Skincare Releases New Skin Emulsion, AI Diagnostic Tool
      Ink World

      Latest Breaking News From Ink World

      hubergroup Chemicals Exhibits at Paint India for First Time
      Award for Sustainability: Evonik Receives Platinum Rating Again
      Nazdar Ink Technologies to Showcase Latest Ink Innovations at FESPA Global Print Expo 2022
      Label & Narrow Web

      Latest Breaking News From Label & Narrow Web

      Specialty announces move to new facility
      Mark Andy hosts dealer's open house in Warsaw
      Nazdar celebrates 100th anniversary with refreshed brand identity
      Nonwovens Industry

      Latest Breaking News From Nonwovens Industry

      Nicely Offers Nonwoven Slitters, Winders
      'Right' Hygiene Conference to be Held in June
      Freudenberg to Present Battery Pack and Liquid Absorbers at Battery Show
      Orthopedic Design & Technology

      Latest Breaking News From Orthopedic Design & Technology

      FDA Clears Anika Therapeutics' X-Twist Knotless Fixation System
      Paragon 28 Rolls Out TenoTac 2.0 Hammertoe and Soft Tissue Repair
      Cionic Expands Scientific Advisory Board
      Printed Electronics Now

      Latest Breaking News From Printed Electronics Now

      Evonik Launches New Processing Aids for PV Wafer Cutting
      NREL Creates Highest Efficiency 1-Sun Solar Cell
      eMagin Wins People’s Choice Award at Display Week 2022

      Copyright © 2022 Rodman Media. All rights reserved. Use of this constitutes acceptance of our privacy policy The material on this site may not be reproduced, distributed, transmitted, or otherwise used, except with the prior written permission of Rodman Media.

      AD BLOCKER DETECTED

      Our website is made possible by displaying online advertisements to our visitors.
      Please consider supporting us by disabling your ad blocker.


      FREE SUBSCRIPTION Already a subscriber? Login