Some may argue that costomer service is the new PR.
At first glance it may look strange. However if the first line of contact is unable to live up to the brand promise badwill is just around the corner.
Regards
/Johan @pr_persson
Tim Jahn
· 9 months ago
Danny, I'm with you 100%.
The rapid pace of business/life today, coupled with the tools available to us that enable this way of life, are creating higher and higher satisfaction expectations among customers.
But for discussions sake...do we need to be realistic with our satisfaction expectations? The phone trees definitely need to disappear but does every company need a 24/7 online chat available?
Should companies obsess over their customers or understand that even customers can demand too much sometimes?
Danny
· 9 months ago
That's a valid point, Tim.
There certainly isn't a need for 24/7 support from every company (and both financially and technically, it wouldn't be possible for many businesses).
Yet there should definitely be a minimum satisfaction level - a response within 24 hours, acknowledgment of receiving a query, etc. There are a lot of businesses just waiting to take your customers away, and sadly some will buckle to even the flimsiest of complaints.
Ari Herzog
· 9 months ago
I continually read blog posts similar to yours, griping about customer service representatives, and I continue to respond that YOU are the customer and YOU are providing a service to the company, so if anyone should pay lip service to anyone, it's the company to you.
Danny
· 9 months ago
Sadly, it's all too obvious that companies aren't listening, Ari. Else there wouldn't need to be posts like this ;-)
All Comments
At first glance it may look strange. However if the first line of contact is unable to live up to the brand promise badwill is just around the corner.
Regards
/Johan @pr_persson
The rapid pace of business/life today, coupled with the tools available to us that enable this way of life, are creating higher and higher satisfaction expectations among customers.
But for discussions sake...do we need to be realistic with our satisfaction expectations? The phone trees definitely need to disappear but does every company need a 24/7 online chat available?
Should companies obsess over their customers or understand that even customers can demand too much sometimes?
There certainly isn't a need for 24/7 support from every company (and both financially and technically, it wouldn't be possible for many businesses).
Yet there should definitely be a minimum satisfaction level - a response within 24 hours, acknowledgment of receiving a query, etc. There are a lot of businesses just waiting to take your customers away, and sadly some will buckle to even the flimsiest of complaints.