Quote:
Originally Posted by doogald
I think that your headline is wrong; I think that customer service is hard, and that's why it is so unusual to find good customer service these days.
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I disagree. It's not hard, but it requires a few things:
1. You have to stop viewing it as a cost.
2. You have to really care about how those people represent your company.
3. You have to be willing to take a loss on occasion to make a customer happy and make them return.
4. You have to empower the people on the phone to make decisions so that they don't have to hide behind corporate "policy."
It's really
not hard at all, but it requires a lot of control be lost and a lot of companies can't deal with that. The ones that do succeed. The ones that don't become Toshiba.