Today I tried to use Lyft to get home from the airport, but it was a disaster. I'll spare you the details but it was completely the company's fault and I ended up charged $5 for something that was Lyft's fault. It was only $5 but it was the principle of the thing (the statement petty people always make). When I took a cab home, I got on line to try to find a number to call Lyft and voice my displeasure, but there was nothing. No number, no contact us button, not a thing.
I honestly don't know what companies are thinking by not having a listed number (or worse yet having a number that is manned by someone who doesn't speak the language of your customers or understand your customer's culture.)
You probably don't think of the implications of not having someone readily available to smooth over and cool down an angry customer, but waiting on hold while listening to commercials is bad enough, but to not have a live person readily available AFTER the wait is maddening. Is a prolonged wait on hold likely to make the customer MORE reasonable or LESS reasonable?
As someone who has dealt with the public (in restaurant management) I can fully understand those who feel as was so eloquently expressed in the movie "Clerks" that "this job would be great if it wasn't for the customers" and while a small percentage of customers want something for nothing, most are satisfied with genuine empathy.
The worst response is definitely having an unpublished number, honestly, how BAD is your service when you have to hide under a digital rock? And the answer to my issue isn't to send me coupons or brush aside my problem with a quick and insecure "I'm sorry". As my niece likes to say, "Less 'I'm sorry' and more 'do better". In this world where robots are taking jobs, the customer service industry has had them for years and they suck at it.
What's worse is
By Phil La Duke
Keywords: Customer Experience