BY CADEN BOST
I’m excited to share my journey and findings from my recent graduation project, which aimed to answer a compelling question: How can major businesses benefit from understanding public opinion about their customer service to enhance their services?
For many of us, the quality of customer service plays a vital role in our daily lives. It can make or break our experience with a business, impacting our choices, loyalty, and overall satisfaction.
This fascination with the importance of customer service led me to embark on a project that I’m eager to share with you all.
To begin my investigation, I ventured out to nine different businesses, each unique in its industry and services. My mission was to gauge the public’s opinions on customer service and provide these insights to the businesses to help them improve their services.
At these establishments, I distributed surveys to the customers. These surveys included fundamental questions such as “How would you rate your experience on a scale of 1-5?” and “What is something you liked or disliked about this experience?” Additionally, I inquired about the employees themselves, asking about their job roles, compensation, and their self-assessed customer service abilities.
After the surveys were completed, I collected a wealth of data from customers and employees. The responses provided a comprehensive view of the strengths and weaknesses in customer service across these businesses.
Customer feedback was diverse with ratings and comments ranging from glowing reviews to constructive criticisms. Positive feedback commonly highlighted friendly staff and efficient services, while areas for improvement revolved around extended wait times and impersonal service.
Employees, on the other hand, were generally confident in their customer service abilities.
However, some discrepancies between employee self-assessments and customer feedback became apparent, suggesting room for improvement.
Resistance to Change
One of the most interesting aspects of this project was the reluctance of employees to embrace recommended changes. Despite presenting practical suggestions for enhancing customer service based on customer feedback, I was met with resistance. Employees seemed content with the status quo, often citing that their businesses were still profitable, and therefore, changes were unnecessary.
In response, I respected their perspective, acknowledging that profitability is a significant aspect of any business. Nevertheless, it’s worth pondering whether short-term profitability should be prioritized over long-term customer satisfaction.
Sharing My Findings
As I wrap up my graduation project, I am excited to share my findings with the public. These insights should be available to all, as the world of customer service continues to evolve and adapt to the changing needs and expectations of consumers.
I want to extend my heartfelt gratitude for your time and consideration. It is through shared knowledge and discussion that we can collectively work towards a brighter and more customer-centric future for businesses and consumers alike. Thank you for joining me on this journey, and I look forward to the potential for change and improvement in the world of customer service. Together, we can help businesses understand and meet the demands of their customers, ultimately fostering a more satisfying and rewarding experience for everyone.
Caden Bost is a super senior at the Collaborative College of Technology and Leadership (CCTL).