I was having dinner with friends when we started talking about our expectations when contacting any company.
It made me realise what massive pressure companies and indeed helplines are under today to manage people’s expectations.
We all have so many things going on in our lives, it’s become normal that within 5 minutes of waking up we have read several e-mails, been on a few websites, perhaps even bought things online. It’s so easy to communicate and make purchases, that when we get round to making contact with someone or an organisation, we expect an instant response, especially if it’s to resolve an issue.
It was only 10 -15 years ago that we might have had to write a letter, go and queue up at the post office and await the return. It could have taken weeks to get an answer but we just dealt with it.
Have our expectations become too high ? Where has this expectation come from ?
Probably and if you ask me it’s down to the mobile connected era we are now in. We can instantly contact friends and family. Text messages, social media and apps such as WhatsApp even offer the feature of knowing the persons availability before you even make contact. We are truly connected !
It’s become normal and therefore being asked to wait a few days for response just isn’t living up to our expectations.
Truth is there’s a massive pressure on companies to instantly respond to customers. Technology means that companies can open up multi-channel communications with significantly less investment than before. Web chat offers a tool whereby advisors can manage multiple conversations at a time, have lots of pre-loaded answers to frequently asked questions and improved connectivity allows staff to easily work from home whilst being fully managed and supervised but interaction comes at a human cost and with more pressure than ever for prices to go down, it must be difficult to manage the higher expectations customers of today have.