Put on your consumer hat for a minute. Does your personal favorite customer service horror story end with how easily the offending company could have made your experience a dream, instead of a nightmare?
Now put on your business hat. If you’ve heard such a tale of woe about your own company, do you know why?
SAP’s Anthony Leaper believes it’s about the people you hire. “Are they emotionally attached to your brand and to the customer impression you want to leave behind?”
Author Becky Carroll observes, “Customer service needs an extreme makeover. It's time to stop viewing customer service as a 'cost of doing business' and start viewing it as a key to ensuring business growth from existing customers.”
Customer strategist Esteban Kolsky adds, “Becoming a beloved brand, the goal for most companies in the past 10-15 years, is no longer an objective; becoming a retained brand is.”
Pour a cup and join us for food for thought on Great Customer Service: Is Your Call Center Missing the Obvious?