I've banged on about customer service many times before in this blog, and in my Nasscom blog, so the recent survey on call centres makes interesting - if not particularly new - reading.
The comment about bugbears including customers having to explain their details to several different staff during a call is one thing, but I experienced an even more irritating issue when I applied for a digital TV service last week - having to give the same information to the SAME person several times as he moved from computer screen to computer screen, clearly without the capability for the system to capture the base data once and once only.
The article confirms all my views about the need for a service company to not only keep the customer service front-end (and not outsource it with their back office operations), but to ensure they put all their efforts into making the customer experience as painless and professional as possible.
The companies that get it right certainly get my repeat business, the ones that fail, don't.
It's as simple as that.
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