Tuesday, September 11, 2012
Customer service mistakes that can happen to a company
Ateneo Professor on Entrepreneurship
From Open Forum on worse customer service experience
The customer service department is conflict driven: reduce costs and increase customer service experience, defend policy and be customer advocate. Some mistakes that makes the situation worse:
1. Treating customer service as a process rather than as an intimate personal experience.
2. Automation (using voice mail or pre recorded messages)
3. Failing to defend the brand
4. Being slave to customer surveys
Avoiding customer service traps.
From Open Forum on worse customer service experience
The customer service department is conflict driven: reduce costs and increase customer service experience, defend policy and be customer advocate. Some mistakes that makes the situation worse:
1. Treating customer service as a process rather than as an intimate personal experience.
2. Automation (using voice mail or pre recorded messages)
3. Failing to defend the brand
4. Being slave to customer surveys
Avoiding customer service traps.
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