jc100
join:2002-04-10
 ·RoadRunner Cable
| reply to moonpuppy
Re: Customer service czars are worthless.....
Empathy only goes so far. What people want are their solutions fixed in a reasonable and timely manner. For most people, t his is well justified. You pay for the service, you should received what's promised. Sure, there will always be those 5-10 percent you can NEVER make happy, even if you gave hem the moon and the stars. That's part of business. However, a company should focus on making the other 90-95 percent loyal patrons. While this has to be done in line with costs and profit, it is feasible. Companies today are too quick to rush cuts and not foresee the problems they create. The less staff one has to field issues, the more qualified people one eliminates in the in the process. There has be be a fine balance between a reasonable trained staff and dollars and cents. That's a given. However, one can without a doubt equate a company's viability to how happy and loyal said customers are. Customers who feel that a company is willing to go above and beyond, are more apt to give leeway when problems occur. On the contrary, when a company has a bad track record, the retention department has an uphill battle. In many cases, customers are already lost by the time it reaches that stage in the game. Companies need to focus on prevention and training to make sure this doesn't happen. Simple and concise answers can save the company both time, customers, and money via future callbacks. |
