Guest Post by: Laszlo Kövari
Millions of stories have been written about bad customers service. It would be too easy to write another one, too easy to analyze the details, to pinpoint how they make all the mistakes that are logically possible to make and -with a twisted, reverse-creativity that defies “logic”- even more.
Recently I filled out a SURVEY! after my interaction with Skype customer service. The last question was: what can we do to improve customer service.
I think there is only one answer and this applies to everybody:
I WANT TO INTERACT WITH PEOPLE WHO HAVE THE POWER TO CHANGE THINGS TO ACCOMMODATE MY NEEDS ! ! !
I WANT THINGS TO BE CHANGED AFTER MY INTERACTIONS ! ! !
That’s pretty much it.
If customer service doesn’t have the power to do anything but providing information I should know anyways, if they don’t even know the information I know, if they are AUTOMATED, if customer service is performed by minimum wage temps until they find something better, etc. customer service is a tragi-comedy, nothing more.
The rest is details: should this be done by product developers, marketing folks, strategy guys, god forbid by the CEO once in a while, what kind of organization structure may support such efforts, etc; the answers to these questions would provide good insight into whether the organization can differentiate itself or not.
Original Post: http://prakhsis.com/blog/?p=239
