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Originally Posted by greencreeper
Yes, but that's poor business analysis and very short-sighted. Consistently good customer service is the way to sustainable profits - cutting costs is a short-term thing and in the case of customer service, foolish. You need to spend money to make money  |
Couldn't agree more.
Give the customer a good product at a decent price with good after sale support and he will reman a loyal customer putting money into your business on a regular basis and extoll the virtues of your company to all about him which is good, free advertising.
P1ss off the customer with what to him is unacceptable service levels and he will soon be gone taking his business for all products bought from you elsewhere, not just the product that he had the problem with. He will be quick to blacken the companies name at every opportunity and extoll the virtues of your opposition that he has now moved to.
In my mind Customer Services is misnamed and should really be called Customer Retention. Every call to them is an opportunity to enhance the companies name and make sure that the customer remains loyal. The FIRST agent that receives a call from a customer should take OWNERSHIP of the customers needs and make sure that the customers needs are fulfilled and the customer kept informed of progress. Every time an agent accesses a customers records he/she should have to post details of who they are, why they accessed the records and what they are doing as a result.