customer service is an art form

a little bit of a rant about bad customer service and great customer service

Category:

News & Politics

Tags:

• marketing
• internet
• customer
• service

[ClikOnMarketing]

Absolutely right. Plus you need to give the CS reps the freedom to think and act on their own initiative.

But great customer service is not restricted to those in the call centre. Every member of staff should be empowered to act in the customers best interest.

[Mindraker1]

Yeah, getting it right goes a long way.

[logibob1]

agree with darkstar

[dsutari]

Amen. The most important thing employers must remember about customer service is that it's an inherently unfair job - CS reps take the heat for mistakes which were not their own and often can not fix.

That is reason enough to appreciate your CS team and give them as much info as they ask for.

[dsutari]

I agree with you. Unfortunately, most employers think of customer service simply as a reactive commodity, i.e. if they phones are getting picked up, that's good customer service.

Customer service is two parts - initial contact, and follow-up. If a company does not give their CS reps enough time to follow up with the customers and the correct info to do so, their business will suffer.