CoachStation: Customer Service

Customer Service Is Not Rocket Science

At the risk of over simplifying a very complex topic, the customer service experience we deliver is often only the service we expect ourselves. But, when providing a service in the moment it is easy to forget our own expectations. I have recently had several discussions with friends and family regarding the service experiences received from various companies. Unfortunately, the service is often not what has been promised or committed to. Why is it that providing a standard basic experience seems to be a difficult thing to provide? According to a report created by the Genesys group titled the Cost of Poor Customer Service, 73% of consumers end a relationship due to poor service. Having worked across many industries and companies I have identified a few key factors that influence culture and ultimately the service provided. 1. Time management and the ability to prioritise the most important tasks and actions has become more difficult. This is the result of expectations set by companies and also individual people’s capabilities. 2. The culture itself significantly impacts on service delivery standards. If the expectations set by Read more about Customer Service Is Not Rocket Science[…]

error

Enjoy this blog? Please spread the word :)