EXPLORING CUSTOMER SERVICE EXPERIENCES – STRAIGHT QUESTION METHOD
Q: Describe in detail your experiences with customer service.
What Consumers Said…
It is frustrating.
I don’t like it.
Company X does a better job.
EXPLORING CUSTOMER SERVICE EXPERIENCES – METAPHORS, SIMILIES AND ANALOGIES
Q: Using a metaphor or simile how would you describe your customer service experience…
| What Consumers Said… | What They Meant… |
| “It’s like a broken record, it is never their fault only mine.” | Resolution is never an option. The idea of customer service is a misnomer. When I am frustrated a little empathy would go a long way! |
“Calling the hotline is about as much fun as going to the dentist.” |
[Calling customer service] is a necessary evil. It is something I avoid until the last possible minute and I have exhausted all options. |
“The voicemail jail to get an actual person is ridiculous. By the time I get a live person I am extremely frustrated.” |
When something is broken all you want is to have it fixed…you are already frustrated the last thing you need is to be pushing 1 for passwords, 2 for technical support, etc. |