In Customer Service We Trust


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A recent New York Times editorial brought to light the growing sense of distrust that our society is experiencing today.

Trust, however, remains a central requirement to effectively doing business and creating the type of customer experiences and customer relationships that develop into long term customer loyalty and goodwill between consumers and the corporations that serve them.

Trust is what makes contracts, plans and everyday transactions possible; it facilitates…and is necessary for social stability. [Trust] is essential for our lives. It is trust, more than money, that makes the world go round.

-Joseph E. Stiglitz

Turn on the news today and it seems that the reason to lose trust is everywhere. The growing gap between Americans continues to grow. Financial scandals, security surveillance policies, and the violence between people can almost seem like there’s no hope. Customer service doesn’t help and often contributes to the sense of distrust that people have today. Customers today have come to expect companies to act one way before the sales happens and completely difference once they’ve taken the customer’s money.

It’s no wonder that customer loyalty and customer satisfaction is so bad today. There’s no incentive for customers to remain loyal and to place any trust that the service provider will do the right thing. Too many use any opportunity they can to not honor a contract, to fail to deliver on a guarantee, or in general provide too few resources to actually deliver the type of service customers signed up for.

We’ve failed in building customer trust. Customer service building trust is rarely found today. Too many service providers neglect the need to build loyalty and trust in relationships with customers.

It’s time for a change. Something has to change. We as customer service leaders need to take a big step forward building client trust and use customer service to once again place emphasis in the social contract we develop when we work with each other.

Customers place trust in service providers to deliver on intended services. It’s not enough to just meet contractual requirements, service providers are caretakers of customer trust and must go above and beyond to deliver on those expectations.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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