{"id":17866,"date":"2023-02-10T00:00:00","date_gmt":"2023-02-10T05:00:00","guid":{"rendered":"https:\/\/tomilli.com\/en\/the-customer-service-crisis-is-real\/"},"modified":"2023-02-10T00:00:00","modified_gmt":"2023-02-10T05:00:00","slug":"the-customer-service-crisis-is-real","status":"publish","type":"post","link":"https:\/\/tomilli.com\/en\/the-customer-service-crisis-is-real\/","title":{"rendered":"The Customer Service Crisis is Real"},"content":{"rendered":"

According<\/span>\u00a0<\/span>to<\/span>\u00a0<\/span>prevailing<\/span>\u00a0<\/span>sentiment,<\/span>\u00a0<\/span>customer<\/span>\u00a0service<\/span>\u00a0<\/span>is<\/span>\u00a0<\/span>dead.<\/span>\u00a0<\/span>While<\/span>\u00a0<\/span>baby<\/span>\u00a0<\/span>boomers<\/span>\u00a0<\/span>lament<\/span>\u00a0the loss of the personalized attention they once<\/span>\u00a0enjoyed,<\/span>\u00a0<\/span>Gen<\/span>\u00a0<\/span>Zers<\/span>\u00a0<\/span>demand<\/span>\u00a0<\/span>apps<\/span>\u00a0<\/span>that<\/span>\u00a0<\/span>deliver<\/span>\u00a0instantaneous results and eliminate the need to<\/span>\u00a0speak<\/span>\u00a0<\/span>to<\/span>\u00a0<\/span>human<\/span>\u00a0<\/span>beings.<\/span>\u00a0<\/span>Meanwhile,<\/span>\u00a0<\/span>everyone<\/span>\u00a0is frustrated with long wait times, out-of-stock<\/span>\u00a0notices,<\/span>\u00a0<\/span>ineffective<\/span>\u00a0<\/span>automated<\/span>\u00a0<\/span>prompts,<\/span>\u00a0<\/span>and<\/span>\u00a0many<\/span>\u00a0<\/span>undertrained<\/span>\u00a0<\/span>employees<\/span>\u00a0<\/span>who<\/span>\u00a0<\/span>aren\u2019t<\/span>\u00a0<\/span>em<\/span>–<\/span>\u00a0powered to solve even the simplest issues. But is<\/span>\u00a0the customer-service crisis the result of overblown<\/span>\u00a0expectations or underwhelming execution?<\/span><\/p>\n

Whatever<\/span>\u00a0<\/span>the<\/span>\u00a0<\/span>root<\/span>\u00a0<\/span>of<\/span>\u00a0<\/span>the<\/span>\u00a0<\/span>problem,<\/span>\u00a0<\/span>customer<\/span>\u00a0service is shifting. Lingering supply-chain delays,<\/span>\u00a0persistent<\/span>\u00a0<\/span>worker<\/span>\u00a0<\/span>shortages,<\/span>\u00a0<\/span>and<\/span>\u00a0<\/span>customer<\/span>\u00a0demands for immediate service across multiple<\/span>\u00a0channels means it\u2019s more challenging than ever\u2014<\/span>and more important than ever\u2014to provide top-<\/span>\u00a0notch customer service. In a recent Forbes survey,<\/span>\u00a0a whopping 96% of customers said they\u2019ll leave a<\/span>\u00a0company if they receive bad service.<\/span><\/p>\n

That\u2019s an intimidating prospect, but the flip side<\/span>\u00a0is that bad service elsewhere opens opportunities<\/span>\u00a0for<\/span>\u00a0<\/span>brands<\/span>\u00a0<\/span>to<\/span>\u00a0<\/span>distinguish<\/span>\u00a0<\/span>themselves<\/span>\u00a0<\/span>from<\/span>\u00a0<\/span>the<\/span>\u00a0competition. In fact, while poor service drives<\/span>\u00a0customers away, exceptional customer service is<\/span>\u00a0rewarded. In the same survey, 62% of respondents<\/span>\u00a0said they\u2019ll pay more for good customer service.<\/span>\u00a0Brands that successfully navigate the current chal<\/span>lenges to meet customers\u2019 shifting expectations,<\/span>\u00a0and continue to do so, could earn lasting loyalty<\/span>.<\/p>\n

Parallel Challenges Merged to Create a Crisis<\/strong><\/p>\n

Supply-chain<\/span>\u00a0<\/span>delays<\/span>\u00a0<\/span>began<\/span>\u00a0<\/span>early<\/span>\u00a0<\/span>in<\/span>\u00a0<\/span>the<\/span>\u00a0pandemic, and they continue to impact the<\/span>\u00a0delivery<\/span>\u00a0<\/span>of<\/span>\u00a0<\/span>goods<\/span>\u00a0<\/span>and<\/span>\u00a0<\/span>services<\/span>\u00a0<\/span>in<\/span>\u00a0<\/span>almost<\/span>\u00a0every<\/span>\u00a0<\/span>industry.<\/span>\u00a0<\/span>Among<\/span>\u00a0<\/span>the<\/span>\u00a0<\/span>most<\/span>\u00a0<\/span>visible<\/span>\u00a0are<\/span>\u00a0<\/span>cars,<\/span>\u00a0<\/span>baby<\/span>\u00a0<\/span>formula,<\/span>\u00a0<\/span>toilet<\/span>\u00a0<\/span>paper,<\/span>\u00a0<\/span>and<\/span>\u00a0building materials\u2014an array that illustrates<\/span>\u00a0how<\/span>\u00a0<\/span>widespread<\/span>\u00a0<\/span>the<\/span>\u00a0<\/span>supply-chain<\/span>\u00a0<\/span>issues<\/span>\u00a0are.<\/span>\u00a0<\/span>Half-empty<\/span>\u00a0<\/span>store<\/span>\u00a0<\/span>shelves,<\/span>\u00a0<\/span>delayed<\/span>\u00a0<\/span>or<\/span>\u00a0canceled<\/span>\u00a0<\/span>shipping<\/span>\u00a0<\/span>on<\/span>\u00a0<\/span>online<\/span>\u00a0<\/span>purchases,<\/span>\u00a0and long lead times on services, such as car<\/span>\u00a0repairs or home improvements, all contrib<\/span>ute to an increase in customer complaints<\/span>\u00a0and concerns.<\/span><\/p>\n

Simultaneously, the worker shortage means<\/span>\u00a0fewer<\/span>\u00a0<\/span>well-trained,<\/span>\u00a0<\/span>experienced<\/span>\u00a0<\/span>customer<\/span>\u00a0service<\/span>\u00a0<\/span>representatives<\/span>\u00a0<\/span>are<\/span>\u00a0<\/span>available<\/span>\u00a0<\/span>to<\/span>\u00a0handle increased customer issues.<\/span>\u00a0More<\/span>\u00a0<\/span>than<\/span>\u00a0<\/span>half<\/span>\u00a0<\/span>of<\/span>\u00a0<\/span>executives<\/span>\u00a0<\/span>predict<\/span>\u00a0<\/span>the<\/span>\u00a0supply chain won\u2019t normalize until the first<\/span>\u00a0half of 2024, and experts say the labor short<\/span>–<\/span>\u00a0age could last years. This double whammy<\/span>\u00a0means<\/span>\u00a0<\/span>the<\/span>\u00a0<\/span>outlook<\/span>\u00a0<\/span>for<\/span>\u00a0<\/span>customer<\/span>\u00a0<\/span>service<\/span>\u00a0could<\/span>\u00a0<\/span>be<\/span>\u00a0<\/span>challenging<\/span>\u00a0<\/span>for<\/span>\u00a0<\/span>the<\/span>\u00a0<\/span>foreseeable<\/span>\u00a0future.<\/span><\/p>\n

New Options Raise Expectations<\/span><\/strong><\/p>\n

New<\/span>\u00a0<\/span>technology<\/span>\u00a0<\/span>and<\/span>\u00a0<\/span>pandemic-driven<\/span>\u00a0behavior shifts prompted changes in cus<\/span>tomer service. Many consumers embraced<\/span>\u00a0online<\/span>\u00a0<\/span>service<\/span>\u00a0<\/span>platforms<\/span>\u00a0<\/span>during<\/span>\u00a0<\/span>the<\/span>\u00a0<\/span>pan<\/span>demic, trying out new technologies\u2014such<\/span>\u00a0as artificial intelligence (AI) interfaces and<\/span>\u00a0chatbots\u2014to handle issues that may have<\/span>\u00a0previously required a phone call to a service<\/span>\u00a0representative.<\/span>\u00a0<\/span>Patrons<\/span>\u00a0<\/span>visiting<\/span>\u00a0<\/span>physical<\/span>\u00a0storefronts<\/span>\u00a0<\/span>now<\/span>\u00a0<\/span>routinely<\/span>\u00a0<\/span>use<\/span>\u00a0<\/span>automated<\/span>\u00a0kiosks or apps rather than engaging a sales<\/span>
\nassociate for help. Many users now prefer<\/span>\u00a0the ease of the automated options for han<\/span>dling simple issues.<\/span><\/p>\n

While businesses make internal distinctions<\/span>\u00a0among<\/span>\u00a0<\/span>their<\/span>\u00a0<\/span>service<\/span>\u00a0<\/span>channels,<\/span>\u00a0<\/span>customers<\/span>\u00a0don\u2019t. They expect the customer service ex<\/span>–<\/span>\u00a0perience to be fast, efficient, and seamless<\/span>\u00a0across all platforms at all times. They want<\/span>\u00a0technology<\/span>\u00a0<\/span>to<\/span>\u00a0<\/span>do<\/span>\u00a0<\/span>more<\/span>\u00a0<\/span>for<\/span>\u00a0<\/span>them\u2014faster<\/span>\u00a0and easier than ever before\u2014but they also<\/span>\u00a0expect immediate access to a real person<\/span>\u00a0who<\/span>\u00a0<\/span>can<\/span>\u00a0<\/span>help<\/span>\u00a0<\/span>them<\/span>\u00a0<\/span>when<\/span>\u00a0<\/span>they<\/span>\u00a0<\/span>need<\/span>\u00a0<\/span>it,<\/span>\u00a0whether that be in person, on the phone, or<\/span>\u00a0by online chat. Successful customer service<\/span>\u00a0requires<\/span>\u00a0<\/span>omnichannel<\/span>\u00a0<\/span>solutions<\/span>\u00a0<\/span>delivering<\/span>\u00a0the same high-quality experience, regard<\/span>less of the platform.<\/span><\/p>\n

No Matter the Forum, Customer Service Hinges of Basic Principles<\/span><\/strong><\/p>\n

It<\/span>\u00a0<\/span>may<\/span>\u00a0<\/span>feel<\/span>\u00a0<\/span>impossible<\/span>\u00a0<\/span>to<\/span>\u00a0<\/span>meet<\/span>\u00a0<\/span>these<\/span>\u00a0<\/span>in<\/span>–<\/span>\u00a0creased demands for efficient service across<\/span>\u00a0all customer touch points. Just remember,<\/span>\u00a0no matter how customer service platforms<\/span>\u00a0evolve,<\/span>\u00a0<\/span>the<\/span>\u00a0<\/span>core<\/span>\u00a0<\/span>tenets<\/span>\u00a0<\/span>of<\/span>\u00a0<\/span>good<\/span>\u00a0<\/span>service<\/span>\u00a0remain the same: Customers expect brands<\/span>\u00a0to be transparent and ethical, treat them<\/span>\u00a0fairly<\/span>\u00a0<\/span>and<\/span>\u00a0<\/span>with<\/span>\u00a0<\/span>empathy,<\/span>\u00a0<\/span>and<\/span>\u00a0<\/span>make<\/span>\u00a0<\/span>the<\/span>\u00a0process easy and efficient.<\/span><\/p>\n

To Deliver High-Quality Effective Customer Service, Lean Into These Best Practices<\/span><\/strong><\/p>\n

Offer simple solutions to simple problems.<\/span>\u00a0Identify the common issues, questions, and<\/span>\u00a0needs your customers experience and give<\/span>\u00a0them a simple way to resolve them on their<\/span>\u00a0own whenever possible. To reduce custom<\/span>–<\/span>\u00a0er-service inquiries, make sure websites are<\/span>\u00a0up to date with FAQs, order information,<\/span>\u00a0shipping updates, and account information.<\/span>\u00a0And offer hassle-free shipping and return<\/span>\u00a0policies to head off a lot of complaints. As<\/span>\u00a0the saying goes, the best defense is a good<\/span>\u00a0offense.<\/span><\/p>\n

Communicate frequently and openly<\/span>.<\/em><\/p>\n

Order<\/span>\u00a0<\/span>confirmations,<\/span>\u00a0<\/span>shipping<\/span>\u00a0<\/span>updates,<\/span>\u00a0and information about possible delays can<\/span>\u00a0reduce<\/span>\u00a0<\/span>customer<\/span>\u00a0<\/span>service<\/span>\u00a0<\/span>inquiries<\/span>\u00a0<\/span>too.<\/span>\u00a0<\/span>If<\/span>\u00a0you need to deliver news about a delay or<\/span>\u00a0cancellation, do it as early as possible. Be<\/span>\u00a0honest and transparent. Offer customers an<\/span>\u00a0upgraded product, a discount on a future<\/span>\u00a0purchase, or reward points as a show of ap<\/span>preciation for their business.<\/span><\/p>\n

Use technology wisely.<\/span><\/em><\/p>\n

New options like chatbots, automated voice<\/span>\u00a0technology, and social media interfaces can<\/span>\u00a0improve response times, reduce strain on<\/span>\u00a0call<\/span>\u00a0<\/span>center<\/span>\u00a0<\/span>representatives,<\/span>\u00a0<\/span>and<\/span>\u00a0<\/span>increase<\/span>\u00a0customer satisfaction. Unfortunately, when<\/span>\u00a0implemented poorly, these technologies can<\/span>\u00a0have<\/span>\u00a0<\/span>the<\/span>\u00a0<\/span>opposite<\/span>\u00a0<\/span>effect,<\/span>\u00a0<\/span>frustrating<\/span>\u00a0<\/span>con<\/span>sumers and driving them to the call center.<\/span>\u00a0Chatbots, once seen as an ineffective nui<\/span>sance by many consumers, increased in use<\/span>\u00a0by 43% in 2021; and 56% of customers now<\/span>\u00a0prefer to message rather than call customer<\/span>\u00a0service. The turnaround is largely attributed<\/span>\u00a0to improved sentiment-analysis capabilities<\/span>\u00a0that<\/span>\u00a0<\/span>allow<\/span>\u00a0<\/span>the<\/span>\u00a0<\/span>chatbot<\/span>\u00a0<\/span>to<\/span>\u00a0<\/span>decode<\/span>\u00a0<\/span>a<\/span>\u00a0<\/span>cus<\/span>–<\/span>\u00a0tomer\u2019s<\/span>\u00a0<\/span>mood<\/span>\u00a0<\/span>and<\/span>\u00a0<\/span>guide<\/span>\u00a0<\/span>the<\/span>\u00a0<\/span>interaction<\/span>\u00a0accordingly,<\/span>\u00a0<\/span>thereby<\/span>\u00a0<\/span>increasing<\/span>\u00a0<\/span>efficiency<\/span>\u00a0and effectiveness.<\/span><\/p>\n

For<\/span>\u00a0<\/span>those<\/span>\u00a0<\/span>customers<\/span>\u00a0<\/span>who<\/span>\u00a0<\/span>want<\/span>\u00a0<\/span>or<\/span>\u00a0<\/span>need<\/span>\u00a0to<\/span>\u00a0<\/span>call,<\/span>\u00a0<\/span>make<\/span>\u00a0<\/span>sure<\/span>\u00a0<\/span>they<\/span>\u00a0<\/span>can<\/span>\u00a0<\/span>easily<\/span>\u00a0<\/span>find<\/span>\u00a0<\/span>a<\/span>\u00a0customer-service phone number. On some<\/span>\u00a0websites, information is buried under a frus<\/span>trating number of clicks. Don\u2019t let automated<\/span>\u00a0voice technology be a rabbit hole of menus<\/span>\u00a0leading<\/span>\u00a0<\/span>nowhere.<\/span>\u00a0<\/span>Always<\/span>\u00a0<\/span>give<\/span>\u00a0<\/span>callers<\/span>\u00a0<\/span>an<\/span>\u00a0option to reach a representative by dialing<\/span>\u00a0zero from any menu and consider adding<\/span>\u00a0new features like automated callback, which<\/span>\u00a0alleviates the need for customers to wait on<\/span>\u00a0hold, initiating a return call when the next<\/span>\u00a0representative becomes available.<\/span>\u00a0Consider<\/span>\u00a0<\/span>using<\/span>\u00a0<\/span>social<\/span>\u00a0<\/span>media<\/span>\u00a0<\/span>platforms<\/span>\u00a0<\/span>as<\/span>\u00a0an extension of customer service. Already<\/span>\u00a0more than 1 billion messages are exchanged<\/span>\u00a0monthly between businesses and users on<\/span>\u00a0Facebook<\/span>\u00a0<\/span>Messenger.<\/span>\u00a0<\/span>Handle<\/span>\u00a0<\/span>interactions<\/span>\u00a0with<\/span>\u00a0<\/span>consumers<\/span>\u00a0<\/span>on<\/span>\u00a0<\/span>social<\/span>\u00a0<\/span>media<\/span>\u00a0<\/span>with<\/span>\u00a0<\/span>the<\/span>\u00a0same level of responsiveness and care as any<\/span>\u00a0other channel.<\/span><\/p>\n

Empower your people.<\/span><\/em><\/p>\n

Once a customer has reached out to your<\/span>\u00a0service<\/span>\u00a0<\/span>team,<\/span>\u00a0<\/span>make<\/span>\u00a0<\/span>sure<\/span>\u00a0<\/span>your<\/span>\u00a0<\/span>employees<\/span>\u00a0are<\/span>\u00a0<\/span>trained<\/span>\u00a0<\/span>to<\/span>\u00a0<\/span>solve<\/span>\u00a0<\/span>the<\/span>\u00a0<\/span>issue\u2014and<\/span>\u00a0<\/span>have<\/span>\u00a0the decision-making capacity to do so. An<\/span>\u00a0overwhelming 90% of customers say issue<\/span>\u00a0resolution is the most important customer<\/span>\u00a0service issue. And every engagement is an<\/span>\u00a0opportunity to connect with and delight cus<\/span>–<\/span>\u00a0tomers. Give your customer service teams<\/span>\u00a0the resources, support, and power they need<\/span>\u00a0to efficiently resolve customer concerns.<\/span><\/p>\n

Personalize and humanize across platforms.<\/span><\/em><\/p>\n

According<\/span>\u00a0<\/span>to<\/span>\u00a0<\/span>The<\/span>\u00a0<\/span>Lacek<\/span>\u00a0<\/span>Group\u2019s<\/span>\u00a0<\/span>global<\/span>\u00a0research study, today\u2019s consumers look at<\/span>\u00a0a brand as one entity across all channels,<\/span>\u00a0and they expect to be recognized across<\/span>\u00a0all of them. More than 70% of consumers<\/span>\u00a0believe companies should collaborate across<\/span>\u00a0departments so they don\u2019t have to repeat<\/span>\u00a0their information to multiple representatives.<\/span>\u00a0Consider the customer experience across all<\/span>\u00a0channels, and then streamline and personal<\/span>–<\/span>\u00a0ize it whenever possible. Humanize your AI<\/span>\u00a0interfaces and encourage representatives to<\/span>\u00a0use customer names and include personal<\/span>\u00a0signatures in written communication.<\/span><\/p>\n

Level up to earn loyalty.<\/span><\/em><\/p>\n

Efficiently dealing with customer complaints<\/span>\u00a0and issues is only the baseline of effective<\/span>\u00a0customer service. Consider how enhancing<\/span>\u00a0customer<\/span>\u00a0<\/span>service<\/span>\u00a0<\/span>may<\/span>\u00a0<\/span>incite<\/span>\u00a0<\/span>true<\/span>\u00a0<\/span>loyalty<\/span>\u00a0from<\/span>\u00a0<\/span>your<\/span>\u00a0<\/span>customers.<\/span>\u00a0<\/span>Get<\/span>\u00a0<\/span>creative<\/span>\u00a0<\/span>with<\/span>\u00a0ways to make your customers feel valued<\/span>\u00a0and appreciated. Send special discounts or<\/span>\u00a0gifts on their birthdays or other milestones,<\/span>\u00a0provide<\/span>\u00a0<\/span>access<\/span>\u00a0<\/span>to<\/span>\u00a0<\/span>a<\/span>\u00a0<\/span>personal<\/span>\u00a0<\/span>shopper<\/span>\u00a0<\/span>or<\/span>\u00a0concierge-level service, offer valet parking,<\/span>\u00a0or give complimentary refreshments; all of<\/span>\u00a0these are ways to level up your customer<\/span>\u00a0service experience.<\/span><\/p>\n

The bar for keeping customers satisfied is<\/span>\u00a0higher than ever, and your brand\u2019s efforts to<\/span>\u00a0provide stellar service will pay off. Remem<\/span>ber, customer retention is still less expensive<\/span>\u00a0than acquisition. So make the most of every<\/span>\u00a0interaction<\/span>\u00a0<\/span>with<\/span>\u00a0<\/span>your<\/span>\u00a0<\/span>customers,<\/span>\u00a0<\/span>impress<\/span>ing<\/span>\u00a0<\/span>them<\/span>\u00a0<\/span>with<\/span>\u00a0<\/span>your<\/span>\u00a0<\/span>brand\u2019s<\/span>\u00a0<\/span>exceptional<\/span>\u00a0service.<\/span><\/p>\n

 <\/p>\n

Taken from: https:\/\/www.ogilvy.com\/ideas\/customer-service-crisis-real<\/p>\n

\n
\n

Stephanie Hoch is a Senior Copywriter at The Lacek Group.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

According\u00a0to\u00a0prevailing\u00a0sentiment,\u00a0customer\u00a0service\u00a0is\u00a0dead.\u00a0While\u00a0baby\u00a0boomers\u00a0lament\u00a0the loss of the personalized attention they once\u00a0enjoyed,\u00a0Gen\u00a0Zers\u00a0demand\u00a0apps\u00a0that\u00a0deliver\u00a0instantaneous results and eliminate the need to\u00a0speak\u00a0to\u00a0human\u00a0beings.\u00a0Meanwhile,\u00a0everyone\u00a0is frustrated with long wait times, out-of-stock\u00a0notices,\u00a0ineffective\u00a0automated\u00a0prompts,\u00a0and\u00a0many\u00a0undertrained\u00a0employees\u00a0who\u00a0aren\u2019t\u00a0em–\u00a0powered to solve even the simplest issues. But is\u00a0the customer-service crisis the result of overblown\u00a0expectations or underwhelming execution? Whatever\u00a0the\u00a0root\u00a0of\u00a0the\u00a0problem,\u00a0customer\u00a0service is shifting. Lingering supply-chain delays,\u00a0persistent\u00a0worker\u00a0shortages,\u00a0and\u00a0customer\u00a0demands for immediate service across multiple\u00a0channels means it\u2019s more challenging than ever\u2014and more<\/p>\n","protected":false},"author":1,"featured_media":14442,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[466],"tags":[],"class_list":{"0":"post-17866","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-marketing-trends"},"yoast_head":"\nThe Customer Service Crisis is Real - Tomilli<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/tomilli.com\/en\/the-customer-service-crisis-is-real\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Customer Service Crisis is Real - Tomilli\" \/>\n<meta property=\"og:description\" content=\"According\u00a0to\u00a0prevailing\u00a0sentiment,\u00a0customer\u00a0service\u00a0is\u00a0dead.\u00a0While\u00a0baby\u00a0boomers\u00a0lament\u00a0the loss of the personalized attention they once\u00a0enjoyed,\u00a0Gen\u00a0Zers\u00a0demand\u00a0apps\u00a0that\u00a0deliver\u00a0instantaneous results and eliminate the need to\u00a0speak\u00a0to\u00a0human\u00a0beings.\u00a0Meanwhile,\u00a0everyone\u00a0is frustrated with long wait times, out-of-stock\u00a0notices,\u00a0ineffective\u00a0automated\u00a0prompts,\u00a0and\u00a0many\u00a0undertrained\u00a0employees\u00a0who\u00a0aren\u2019t\u00a0em–\u00a0powered to solve even the simplest issues. But is\u00a0the customer-service crisis the result of overblown\u00a0expectations or underwhelming execution? Whatever\u00a0the\u00a0root\u00a0of\u00a0the\u00a0problem,\u00a0customer\u00a0service is shifting. 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