March 2015
Random thoughts on why Customer Service is so bad!
Customer service is often the poor cousin of the marketing process. After everything else is figured out, it’s customer service’s turn.
We could argue that many esoteric systems are included for the benefit of the customer in the marketing plan, but how about a simple idea that needs no researching: When hiring a person that will work directly with the customer, first and foremost, look for people who like people.
Not too complicated, but how often is something as obvious as this overlooked?
Question to consider:: Can you train outstanding customer service employees? Or, are they born that way and you need to know what to look for in the hiring process?
This is a question we will continue to explore.
What do you think? We would like to know. Thank you
John Frank Giovanni for "C/S Customer Service"