Customer Service Survey: Fill & Download for Free

Automated customer service is customer service rendered through automation, or simply, customer service without human CS reps. Automated CS includes using robots for live chat support and creating self-help web pages or mobile customer service apps for customers.Automated customer service is getting more popular these days because of its benefits over traditional human-mediated service.First, it’s cheaper to fund because you only need software or AI instead of people to employ. A company can save on wages, training, and infrastructure if they assign the CS line to an automation tool. Another advantage is that it’s available 24/7. It doesn’t work in shifts or during office hours. Finally, automated customer service wins because it’s fast. Quick query resolution scores high on customer service surveys, and this one easily goes to automation because a human can’t beat a robot’s response time.Automation has been hailed the future of customer service with some even saying that it will eventually replace call centers. That, I think, is a bit exaggerated. Service still needs a personal touch, and that’s why human conversations will continue being significant in business.Traditional customer service providers can up their game with personalization, and that’s something you can achieve Tenfold. It’s a CTI technology that links phones to CRM, ERP, and other data systems for a single unified view of the customer. It’s the key to providing customers a personalized service—even during the interaction.You can learn more about CTI from this free ebook, Benefits of CTI at our website. Hope you can check it out!

Yes, United is worse. Don't get me wrong, most of the other US airlines suck at customer service too, but United takes it to epic levels of despicable behavior on a much more frequent basis.Almost every customer service survey regarding US airlines has placed United at (or tied for) the bottom of the list. This has been the case for DECADES; it's not a recent change by any stretch of the imagination. The only recent change is the fact that their closest competitor for the “worst customer service provided by a US airline award” (US Airways) no longer exists.Here's just the most recent chart I could find:Need I remind you of a customer who was so badly treated a decade ago that he had to write a song and create a viral video about his terrible experience to finally get fair treatment by United:Could the recent episode of an United customer being viciously beaten unconscious and dragging out of an aircraft have happened on another US carrier?Maybe some small elements of this horrible chain of events could be replicated on other airlines, but to have this whole reactive chain of events spiral out of control like this? It seems theoretically possible but extremely unlikely.I have been on Delta flights where the bump compensation offered eventually exceeded $2k in airline credits. Guess what, they got volunteers! That's the smart way to do this that every other airline uses because $2k in airline “bucks” that expire in 6 or 12 months (and will probably not get used in full) is a lot cheaper for the airline than $1.3k in CASH they can be required to pay involuntarily bumped passengers. It's simple math; no reasonable airline that places even a nominal value on customer service would ever have allowed this insane chain of events to occur.

Several years ago, I was an assistant manager at a drug store that will remain nameless, but you will have heard of it if you have ever bought over the counter medicine. The store was just a few blocks from a small retirement community, so we had quite a few senior citizen customers.I had just finished a midnight shift and I was getting ready to leave when one of our elderly regulars wheeled a cart full of merchandise to the front register. I had spoken to this particular customer many times, and she had always been very courteous, even going so far as to bring us baked goods around the holidays, which made what was about to happen that much more surprising.The cashier who was working that day was one of our best employees. He always went out of his way to be nice to our customers and he was mentioned by name on customer service surveys several times a week. He was black, which is important for what was about to happen.Loss prevention had a very strict guideline that the register had to be manned at all times, so the cashiers were supposed to call another employee if a customer needed help finding something.So the cashier was about halfway through scanning this woman's order when she asked him if we had any more of the cases of water that were on sale. He told her that he wasn't sure, but he would have someone check for her. He started to call for someone on the intercom, but I said I'd check and I headed for the stockroom.As soon as I turned away from the register, I heard the customer say in a very loud and angry voice, “Why can't you go look, you lazy f*cking n***ger?”I froze for a few seconds. I'd heard plenty of racial slurs growing up in a rural area, but they were usually whispered, and only after the speaker made sure the coast was clear. I'd never heard someone go full pre-Civil Rights Deep South before.Then I came back to life and told the woman she had to leave. She protested and I told her that she was trespassing. If she didn't leave immediately, I would call the police. She finally left, but not before she told us that she was going to get both of us fired.Sure enough, she called the corporate office and complained. I had already emailed the district manager and the regional VP in anticipation, because I knew she would leave the racial slur out of her complaint. That led to the most awkward conference call in history. The cashier, store manager, and I were on the call with the DM and the VP. The VP, in the most uncomfortable voice I have ever heard, said “So it's um..my understanding that she called you the uh… the N-word?” to which the cashier, without missing a beat, said “No, she called me a n***ger.” Talk about tension you could cut with a knife.To their credit, corporate actually banned the woman from the store. That surprised me, because brick and mortar retailers are so desperate for customers that they'll tolerate all manner of despicable behavior to keep the customer from giving their business to a competitor. I never had to enforce the ban because the customer never came back. In a way, that made her an even grosser excuse for a human being. If she came back and tried to shop like nothing had happened, then her outburst might have been attributed to a moment of senility, but the fact that she never came back tells me she knew what she said and how horrible it was.