Companies spend tons of money to attract customers. They invest a small fortune to train their salespeople to professionally represent their products. (At least the good ones do) They hire people to provide service to those customers after the salespeople earn their business.
The best salespeople “sell” that customer service as a benefit of doing business with their company.
Those things have always been pretty much standard business practice. Finding new customers and earning their repeat business has always been considered a good investment for a company.
But today some companies are developing something like a split personality. While they continue to invest in attracting new customers they are beginning to see retaining those customers as an expense.
As we all know well run companies look for new ways to reduce expenses at every opportunity. That’s not the problem…the problem is seeing customer service as one of those expenses to be cut.
Some companies are investing in research to determine an acceptable level of customer intolerance. That means they are trying to figure out just how crummy their customer service can be without losing their customers. Providing a higher level of customer service than the company absolutely has to is considered waste.
Those same companies send their people to training but not to learn how to better serve their customers. The training is on how to “deflect” customers away from the customer service department. “Progressive” customer service departments “deflect” customers to ChatBots or websites. Sometimes even into an endless loop of holds and transfers.
This might be upsetting to the customer but just so long as the customer’s intolerance level isn’t exceeded all is well. The customer might not agree. They likely believe they deserve better.
Some service organizations are actually showing reports with the number of customers they “successfully” deflect each month. I pity the poor salesperson who works their tail off only to have their customers “deflected” to some ChatBot.
Can you tell I’m a little irritated with this new way of thinking? One thing I can say with a very high degree of confidence is that this will never become an old way of thinking. That’s because companies who adopt it won’t be around for long.
The consultant who “sold” these companies on the word “deflect” should be embarrassed.
The word should be banned in any conversation that involves a customer.
Words matter. When a customer care manager tells their team they are trying to deflect customers the signal it sends is completely wrong. It negatively affects even the calls that are accepted. The calls tend to be shorter, more abrupt and less helpful. The goal becomes to get the customer off the phone as soon as possible.
Here’s a couple of questions for companies who have adopted this “deflection” strategy. Do you think your customers would like knowing they are being deflected? Are you willing to show your customers the charts and graphs about how many of them you “successfully” deflected?
Remember if you have to hide information from your customers then you may have an ethics problem.
Companies that invest in technology to help them deflect customers see it as improving their bottom line. I look at it as decreasing their integrity. That’s because their salespeople are still trying to sell excellent customer service as a benefit. Except excellent customer service has become a mirage.
I’ve never seen a stupid customer in my life and if you’re honest neither have you. They may have been misinformed or misunderstood something but that doesn’t make them stupid. They will eventually figure the goal is to “deflect” them and they will respond exactly the way we all would.
There are still plenty of companies that have no plans to deflect their customers away from their human customer care teams. The customers who experience being “deflected” will find one of them. Then companies that deflect won’t have to worry about the “expense” of having those customers anymore.