Frustration with customer service is experienced at the customer and enterprise level as a result of “Bad Data.”
As it was hundreds of years ago, and even today, customer service is still a function of our society. Each day businesses, clients, customers, partners, you name it – interact with organizations on a daily basis; from solving complex issues over the phone to finding out why that blender you ordered for Nana went to Toledo, OK (no offense Toledo),to employees, citizens, patients, and heck, drivers! Everyone needs customer service/support at some point during their respective journeys.
Yet still, even in the modern digital age, we must call, chat, text, and email multiple times to solve an issue. For some of us, recalling the most frustrating moments of service is much easier than those that were seamless and easily solved. What we know today is that many of the problems associated with customer service are a result of bad data. Bad data is a reflection of bad process – and as such, it creates ambiguity in the decision-making framework and thus creates an endless loop of poor service levels, repeat demand, and churn...
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