133 - Have you noticed that the customer experience has changed?

Is Covid-19 to blame that we are experiencing a shift in the attitudes of customers and employees?

I don't know about the rest of the world, but here in America, we have a problem.

Did Covid-19 or the shutdown kill people's ability to be kind, show good manners, and be patient?

In business, is the customer experience dead, and if it is, what happened?

I have witnessed appalling behavior in situations where a bit of patience or a gentle reminder would have sufficed.

Suddenly, some people create a scene when a cashier makes a small mistake, or a server forgets to bring a requested glass of ice water.

Minor issues.

@Ted Clouser, gowintheday.net, posted the question, "Does the #customerexperience still matter?"

I believe it does.

One of the problems is that so many businesses are having trouble finding employees and getting them properly trained before putting them in front of customers.

Customer Service must be trained, especially in the society we now find ourselves where good manners and social graces are no longer taught or expected at home.

The customer experience matters until the customer crosses the line to being rude or makes unnecessary or inappropriate demands.

We have been on a collision course for a long time because we set a precedent that "the customer is always right".

When customers take advantage of their status to abuse privileges and employees, it's time to draw the line and stand behind the employee.

Neither customer nor employee has the right to be rude.

Remember, your biggest asset is your employees, not your customers.

The customer experience is not dead, it just needs to be revisited.

What are your thoughts on customer experience in today's world?

#customerservice#leadership#linkedin#business#society#culture