Maybe Your Customer Service Is Actually A Friction Point


One of the keys to success in any business is reducing friction.

Making it as easy as possible for your customers to buy your products and services.

But it may be that the very thing you’ve put in place to help reduce friction – ie: your customer service team – is actually contributing to the friction.

One example I experienced recently was when we went for lunch at a restaurant.

Due to the COVID-19 restrictions, we had to scan a QR code to open the menu on our phone and then place our order on the phone.

The staff simply delivered the food to the table.

The only extra bit of customer service was the filling of our water glass.

The phone ordering process worked well. Super efficient.

But I struggled to get the attention of the waiters to have my water glass filled.

The only friction I experienced during that meal, was the one element of human customer service they had put in place.

#customerservice #frictionless #painpoints