I recently saw a blog post at the Software Advice blog entitled, “Our
Favorite Customer Service Apps“, by Lauren Carlson.
Lauren I agree with your comments. You are on track to help organizations
improve their customer service.
Customer Service Apps are critical for helping all of us understand who is
committed to great service. Almost all firms would rate themselves a A or maybe
a B on their level of customer service. Many firms believe that IVR is great
service. They don’t understand about 90% of customers prefer a human instead of
push 8 and go to “hell.”
We need to keep firms honest and push everyone to deliver better customer service. When we get poor service it is our responsibility to let others
know.
Companies should be alert to the fact that speed in service is
everything! And customer service is not only social, it’s mobile, and apps will
continue to be created to help consumers better deal with a company, when that
company makes things difficult.
In the world, customer service tends to exist only in the minds of the CEO
who has never secretly interfaced with his/her own organization. Very few firms
spend money developing their people on the art of customer service. Most
companies think if you put an employee through a customer service program of 4
hours every 10 years that is all they need. It is like sitting in on one class
for college and then asking for your Degree. Crazy.
Companies can dramatically increase their revenue, market share and market
dominance if they focus on a service strategy. They need to understand they are
in customer service. Most firms think they are in banking, government,
insurance, retail etc and rarely recognize they are first a Customer Service Company.
I am so happy to read this. This is the kind of manual that needs to be given and not the random misinformation that's at the other blogs. Appreciate your sharing this.
ReplyDeleteCustomer Service Survey
John, Thank you for information, we always appreciate feedback!
Delete