I am sure it has occurred to many that the face of customer service as we know it has changed. The question is – changed to what? This is where everyone is stuck and why so much customer service sucks.
Adding to the dilemma is that the companies whose customer service “sucks” don’t seem to know this. This is in spite of the fact they continue to run surveys and pile up tons of data that help little, if at all, in getting to the root of the problem.
Again, we come to the question – what is the problem? What is changing the concept and redefining what customer service is? Of course we know evolving technology is at the root of the problem - but how?
We will be exploring this question in the weeks to come and hopefully find some useful stuff that you can apply. While the big guys will survive, the issue is how small business is going to do the same.
If anone out there has some ideas to offer, we would love to hear them. Good customer service may be the thin edge you need to survive these tough times.
Thanks for listening.
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