How many times have we all heard it? Braced ourselves for those seven little automated words while we waited for a human being—any human being—to pick up the phone?
“Your call is very important to us.”
“Customer service representatives are very busy, but your call is very important to us.”
This singular phrase has become synonymous with poor caller experience. It’s practically the customer service equivalent of “It’s not you, it’s me.” It’s a brush-off masquerading as a boost in confidence, and one that almost always leads to frustration rather than reassurance.
Recent data from renowned customer service expert Shep Hyken suggests that this frustration with automated customer service is causing a silent churn, with a staggering 63% of customers walking away from brands.
Here’s the question: can you afford that?
The Silent Majority (What That 63% Are Really Saying)
According to Hyken, 63% of customers stop doing business with a company due to their inability to reach customer support.
And the disgruntled often leave silently, without direct complaints.
As our own Barbara Ireland, Director of Finance, puts poignantly, “The sad thing is that the 63% are the people who leave without warning. They just went unheard because no one would listen.”
This situation underscores the crucial need for proactive listening and engagement in customer service, where every call should be treated as more than just a transaction.
“I’d Rather Clean a Toilet…”— Data That Makes You Laugh (and Think)
Hyken’s research spotlights a significant disconnect in modern customer support systems. His conclusions may make you chuckle at first glance. In the end, they should make industry leaders kind of sad. According to Hyken’s findings:
- 39% of customers would rather clean toilets than call customer support.
- 34% prefer undergoing a root canal to dealing with support lines.
- 26% would choose to speak in public over navigating support lines.
Humorous? No doubt. But these comparisons also shed light on the emotional toll, frustration, and even dread that poorly designed customer service systems impose on consumers.
Automation Isn’t Evil—It Just Isn’t Enough
Sure, automation serves its purpose, particularly for handling routine queries efficiently. But it clearly lacks the human touch that paying customers crave. Customers seek understanding and empathy—qualities that automated systems consistently fail to deliver, struggling with the nuance and complexity inherent in many service calls. As Focus’ Director of Operations Misty Hill insightfully points out, “Profitability and caller satisfaction should always be in balance.”
True customer service excellence involves leveraging AI to enhance—not replace—the personal touch provided by trained, knowledgeable, and friendly service agents.
In a landscape where so many companies falter in providing genuine engagement, there’s a substantial opportunity for those who work hard to make connections. Embracing The Power of a Person isn’t just a catchy tagline; it’s a robust strategy that can differentiate a business and foster deep customer loyalty.
Don’t Just Answer—Listen
The danger of silent churn is all too real—and potent. Businesses need to do more than just answer calls; they need to genuinely listen and understand their customers. The call to action is plain: invest in the training, tools, and systems that empower real people to solve real problems, ensuring that every caller feels valued and heard.
Is your business ready to transform its approach to customer service? Contact our team today and make certain that when your customers do call, they know they have your full attention—and your respect.