You may have noticed on My Rotary’s New and Features section a headline “Rotary customer service earns certification” dated May, 9. Sounds good, no? If you read the short story, you’ll learn that the “Center of Excellence” certification is from BenchmarkPortal, whose “mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications.” This is Customer Service speak for such metrics as hold times, call and email turnaround, and contact satisfaction with these transaction characteristics. None of this indicates whether the Customer (i.e. Member) was satisfied with the results sought by the reason for contact. This does not mean that the Service Center actually HELPED anyone with the problem in a way that pleased them. Continue reading “Yet Another Example of How Members Don’t Matter To RI”
As much as my standards for Customer Service are the basics for me in the retail world, they are bare minimums that should be greatly exceeded in the Membership world of Rotary.