Vodafone’s CEO Responsible for Service

Media release

Vodafone’s CEO Responsible for Disgusting Customer Service

Leading customer experience expert Chris Bell cannot remember the last time he was treated so badly as a customer by a service provider.

Bell said this clearly backs up a recent customer satisfaction survey that clearly shows our two largest Telco’s are dropping the ball when it comes to a quality customer experience.

According to Chris Bell Managing Director of Customer Experiences and a residential customer of Vodafone waiting for 25 minutes to speak with a call centre before he hung up in today’s highly competitive environment is totally unacceptable. And then to be hung up on by two other operators is absolutely disgusting.

Bell is using this personal experience to highlight the fact that as customers we have plenty of choice and a more powerful voice when expressing our displeasure to others.

Another mistake customers make when experiencing this unacceptable behaviour is to blame the call centre. There is only one person responsible for the culture of an organisation that is not focused on the customer and that’s the leader of the organisation.

I’m sure that he like me does not have 25 minutes plus to hang around waiting for a service provider to take my call.

What Bell is finding is that few business leaders are actually having the experience so they can clearly understand how customers are feeling. If they did I’m sure there would be more action around this area.

In 2015 business must realise that in a world of excess, uniformity and repetition, people buy experiences, not products or services. When people feel good about their experiences, they will not only return but will tell their friends and many others via social media.

END

Chris Bell is the Managing Director of Customer Experiences a company that specialises in the development of high quality customer experiences.

www.customerexperiences.co.nz

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