'When the pandemic eventually subsides, all companies should seriously rethink their approach to meeting customer needs.' From columnist Davidlaz:
Rather, the explanation offered by the Medical Alert rep illustrates a problem that was an issue before the pandemic and is now exponentially worse as staffing shortages affect operations across most industries.I reported recently about the pandemic-related rise of recordings from businesses aboutCase in point: Delta Air Lines saying last week that it’s been swamped with “a record-breaking level of calls” from travelers eager to fly again.
It’s a problem all businesses need to address — or face the wrath of increasingly frustrated customers.underlines that consumers are tired of being pushed around or kept at arm’s length when they have problems with a product or service. “The results clearly show that, despite the ubiquity of technology in our daily lives and the automation of many business processes, you can’t take people out of customer service,” said McKay Bird, TCN’s chief marketing officer.While the average wait time on hold is just over 17 minutes, about a quarter of survey respondents said they’ve been stuck on hold for 30 minutes or longer.
In this case, he said, the delay in responding to Cuadra’s emergency call was “a technological issue.”
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