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Opportunities for businesses to win with good customer service

The Customer Service Void in New Zealand and the Opportunity it Presents for NZ Business Owners.

Written by Eastwood & Co on .

In an age where digitalisation is king, New Zealand’s corporate giants across various sectors are increasingly pushing the boundaries of technology – often, it seems, at the expense of genuine customer service. This shift has magnified the gap between consumer expectations and corporate delivery, creating a customer service void that’s becoming hard to ignore. In this article, we will explore how this disparity has opened a window of opportunity for small to medium-sized businesses in New Zealand to capitalise on the craving for a return to real, responsive customer service.

The Deteriorating State of Customer Service in New Zealand

New Zealand’s banking and telecommunications sectors have become emblematic of a growing problem – poor customer service. As these giants focus on streamlining operations and cutting costs, they inadvertently breed an environment of frustration among customers. The symptoms are unmistakable: exorbitant wait times on calls, the labyrinthine bouncing from one operator to another, and a glaring inability to provide timely solutions. Moreover, voice recognition technology, a supposed silver bullet, often misfires, adding to the customer’s woes. Far from feeling understood, customers are left wrestling with unresponsive systems that seem unable to cater to the simplest of requests.

This decline in service can be attributed, in part, to a certain corporate arrogance. There’s a palpable sense that big businesses operate on the presumption that customers have no choice but to endure. This has led to decisions like closing regional branches and reducing staff, moving instead towards an impersonal, digital-centric model. But this approach is increasingly at odds with customer desires. Satisfaction levels are plummeting, and the irony is stark: record profits are being announced against a backdrop of a steep decline in service quality.

The crux of the issue lies in the distance between what customers want and what large organisations deliver. The push for efficiency has overshadowed the fundamental principles of customer service, leading to a collective outcry for change. In the following sections, we will delve deeper into the desires of the typical New Zealand customer and offer actionable advice for small to medium-sized businesses looking to fill this service void.

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Decoding the Desires of the New Zealand Customer

The heart of good customer service is not shrouded in mystery; it is an open book that many New Zealanders wish companies would take the time to read. At its core, the Kiwi customer is seeking a service experience that makes them feel heard, valued, and understood.

Prompt and Personal Engagement

The age-old adage of ‘time is money’ holds true, especially in today’s fast-paced world. New Zealanders, much like others around the globe, place immense value on their time. When it comes to customer service, this translates to the desire for prompt responses. The expectation isn’t just to connect with a service representative swiftly, but to engage with someone who is both competent and empowered to address their concerns without unnecessary delays.

There is a craving for authenticity – for interactions that are not just transactional but genuine. Customers in New Zealand want to feel that businesses appreciate their patronage, not through token gestures but through meaningful engagement. They want to be more than just a ticket number in a queue, instead wanting to be recognised as the individuals with unique needs and preferences.

Clarity and Simplicity

New Zealanders also express a clear preference for having their issues resolved in a single interaction. The dreaded “passing the buck” approach, where a customer is shuffled between departments, is a significant point of frustration. When resolution is not immediately possible, customers expect clear communication about the next steps and timelines.

The typical New Zealand customer yearns for a service that is efficient, empathetic, effective, and easy to understand. There is a strong preference for the human touch – a service that echoes the friendly, community-driven spirit that New Zealand is known for. Businesses that recognise and align themselves with these values are not just providing a service; they are nurturing a relationship.

The Strategies for Kiwi Businesses to Create a Customer Service Advantage

For small and medium-sized enterprises (SMEs) in New Zealand, the prevailing customer service dissatisfaction presents a golden opportunity to distinguish themselves from the larger players. By placing customer service at the forefront of their business strategy, these nimble entities can not only attract customers but also cultivate loyalty that translates into long-term success. Here’s how:

1. Prioritise Accessibility and Responsiveness

Ensure that your business is easy to reach. Offering multiple channels for communication—such as phone, email, live chat, and social media—cater to customer preferences and convenience. However, merely being present on these platforms isn’t enough. Responsiveness is crucial. Set up systems that allow your team to respond quickly to enquiries and issues. Consider, for example, setting up an automated system that acknowledges receipt of customer communications and provides a clear timeline for a response.

2. Invest in Training and Empowerment

Invest in comprehensive business training programmes that enable your staff to handle a wide range of customer queries effectively. Eastwood & Co can work with your business team to help implement these training programmes.

3. Foster a Customer-Centric Culture

Develop a company culture that puts the customer at the centre of everything you do. Encourage employees to take the initiative in creating positive customer experiences. Recognise and reward staff who go the extra mile for your customers. This approach should permeate every level of your business, from the frontline staff to the management team.

4. Leverage Technology Wisely

While technology should not replace the human element of customer service, it can enhance it. Implement customer relationship management (CRM) systems to track customer interactions and provide a seamless experience. However, ensure that technology serves to support personal interaction rather than create barriers.

5. Be Proactive

Don’t wait for customers to come to you with problems. Regularly reach out for feedback, and anticipate needs before they arise. Offering solutions before a customer is aware of an issue can demonstrate attentiveness and a deep commitment to their satisfaction.

6. Community Engagement

Engage with your local community. Support local events, charities, and causes. Community engagement can increase your business’s visibility and show that you’re invested in the well-being of the people who could be your customers.

7. Transparent Communication

Always communicate transparently with your customers, especially when things go wrong. Owning up to mistakes and rectifying them promptly can turn a negative experience into a positive one.

Eastwood & Co Can Create a Customer Service Strategy for your Business

SMEs in New Zealand that excel in customer service can build a competitive advantage that is hard for larger corporations to replicate. By integrating these customer-focused strategies into your business model, you can attract new customers and retain them for years to come. The goal is to not just sell a product or service, but to create an exceptional customer journey that resonates with the community-driven ethos of New Zealanders.

At Eastwood & Co, we understand the intricacies of crafting and delivering an exceptional customer service strategy that resonates with the values and expectations of Kiwi customers. Don’t let the opportunity to outshine your competitors pass you by. Contact us today, and let’s discuss how we can transform your customer service into your most powerful business asset.