Yesterday, we asked the twitter verse about whether they thought customer service is better, worse or the same as it has always been. One tweet in particular caught our eye:
This tweet revealed the importance of listening to customers and that customer service issues can be caused by other factors such as population/demographic changes, globalization and evolving technology.
Take for example a friend of Vent2Me’s who recently vented to us about how ‘ridiculous it is that many Australia Post outlets are now only open Mon – Fri (9-5 ) so people working full time business hours cannot collect their goods (that they have paid for) unless they happen to have a family member that works part time who can collect it for them.’
The issue of Australia Post not being open on weekends or after hours, which resulted in the above vent, was caused by a direct failing of Australia Post by not listening to their customers or reviewing changing trends. In particular the role of working women in society. If this was 1961, being open only working hours would be no issue, as 34% of women worked however in 2011, this figure has risen to 59% according to an Australian Bureau of Statistics (ABS) study released in August 2011.
Not responding to changing demographics, needs and trends has become a failing of Australia Post. Do you think, Australia Post should be held accountable for this bad customer service encounter, or excuse themselves by stating these are their normal opening hours?
Our feelings at Vent2Me is that, Australia Post’s lack of convenient opening hours was initially not a major issue, however society operates a 24/7 schedule and the fact Australia Post has not responded to these needs has become a failing of the business.
To fix this issue, Australia Post should look at extending their opening hours, such as offering late night opening hours every Thursday evening and Saturday morning trading or provide the opportunity to allow customers to select a pick up location that offers extended hours. As mail services are an essential part of society, every customer deserves the same rights, so regardless as to whether a customer lives in Croydon, Sydney, Box Hill or on the Gold Coast, customers should be able to access essential services when they need – not when businesses think they do.
Remember: It takes twelve positive service incidents to make up for one negative incident, so avoid this by ALWAYS listening to your customers!
Until next time,
Cents and Sensibility
Julia Taine, Executive Director of Vent2Me, is a marketing problem solver and mentor. A mover and a shaker, Julia sees a niche in an industry, and takes it, by making it her own. Julia started Vent2Me, because people she knew were struggling with their online presence and their digital strategies. Julia knew she could help these people, and so here she is today.