Wednesday, 21 February 2007
Interesting post on customer service
Interesting post here on Seth Godin's blog about how customers increasingly expect immediate resolution to any problem, and about how much easier it would be if companies just said to the customer: "OK, I understand the problem, I am going to look into it and I will have a resolution for you in 24hrs". If company could convince the customer that it really would be solved within 24hrs, and they really would get a call back, everyone's life is much easier: Customer only has to spend a few minutes on the phone, not ages on hold waiting for people to figure stuff out. And company gets a bit of breathing space to figure out what went wrong, without the pressure of the customer waiting on the line (5mins is a long wait for the customer, but no time at all to really solve any kind of customer service mess-up).