In the past ten days, I have experienced a few situations that highlight a decline in customer service.
These incidents were in different industries. They had one thing in common. Customer service representatives focused more on asking for perfect feedback scores than on solving problems.
A Frustrating Car Service Experience
Last week, I took my car to the service center. The service manager initially provided an estimate, which I approved. But later, the workshop engineer presented a revised estimate that was 50% higher.
It turned out they were trying to include unnecessary repairs to inflate the bill. After a detailed discussion, they agreed to stick to the required work.
At the time of delivery, there were billing errors. Before I even saw the bill, the service manager asked me to give them a 10/10 rating. When I pointed out the mistakes, I asked if he still thought they deserved such a high score.
A Disappointing Amazon Delivery
A similar experience happened with Amazon. I had ordered important medicine and waited at home for delivery.
To my shock, the status was updated as “attempted delivery, couldn’t reach customer.” However, no one came to deliver.
Frustrated, I contacted Amazon’s customer service. The agent assured me they would resolve the issue quickly. Yet, after two days of waiting, I had to cancel the order. Despite this poor service, the agent still asked me to give a 10/10 rating.
How can anyone give such a high rating when the issue wasn’t even resolved?
The Bigger Picture: Is Customer Service Missing the Point?
These incidents happen in many places like hotels and hospitals. They show how customer service focuses more on chasing high ratings. It is becoming less about providing good service.
When employees ask for perfect feedback despite unresolved issues, it reflects poorly on the system.
Who Is to Blame?
Organizations play a big role in this behavior. Many companies tie incentives to feedback scores, encouraging employees to focus on numbers instead of actual performance. In the end, the customer suffers.
True customer service is about building relationships by understanding and meeting customer needs. Chasing feedback without addressing real issues damages trust and harms the brand.
Why Honest Feedback Matters
Customer feedback is crucial for understanding experiences and improving services. However, when companies pressure customers for high ratings, it undermines the feedback process.
A bad experience coupled with such demands can hurt the brand more than help it.
Conclusion
Customer service should prioritize solving problems and ensuring satisfaction over scoring perfect ratings. Companies need to rethink how they evaluate service quality to prevent long-term damage to their reputation.
“Profit in business comes from repeat customers; customers that boast about your product or service, and that brings friends with them.” — W. Edwards Deming
This quote summarizes the essence of true customer service. It’s not about chasing perfect ratings; it’s about building relationships that inspire loyalty and trust.
When organizations focus on making genuine connections and delivering exceptional experiences, the numbers will naturally follow.