Customer Service

This site was down for about 6 hours yesterday, Sorry about that.  Arm wrestling with a hosting company reminded me so much of customer service issues worldwide and certainly in China.

You can train people answering the phone or live chat to have a helpful attitude. However, one person at a phone is not customer service.

The links between customer service and other departments must be intimate and the organization must be arranged to serve whoever is touching a customer.

The gap is often here.  Customer Service people are trained but the rest of the company is not trained on serving customer service. This is especially true of the CEO and the accountants.  The whole company must be a team. Otherwise, customers will make friends with your customer service person and hate and leave your company and it products. Sales people have the same problem. They touch customers and need a whole company behind them. Instead, the boss and everyone puts pressure on the them to produce so they are pushed from both sides, customers and the company.

You can do better, but it takes a wholistic appraoch to go up the ladder in customer service and sales, and few other departments or leaders are willing to humble themselves in this way.

Other thoughts?

 

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Posted in: Customers, Leadership, System, Team Development

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