A customers experience with a business will be at its best during the sale more often than not. From there, the interaction value typically declines as businesses devote more attention to new sales opportunities or upselling. Nowhere is this more evident than in customer service models in which representatives are evaluated based on the speed and efficiency of how they handle inquiries rather than the service provided. Companies have even been known to establish a metric for efficiency by encouraging the highest volume of calls in the least amount of time. That approach doesnt leave a lot of room for personality or attention, does it?
In todays competitive environment, whether interacting with potential or existing customers, keeping them happy is critically important. No customer should be treated as an afterthought or an issue. Businesses need to stop considering customer service an unnecessary cost center and start focusing on its potential value.
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