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First, the department that is often referred to as “customerservice” should not be viewed as a cost center. Customerservicerepresentatives save customers that are unhappy and, in many cases, ensure customers come back. The post How Much Does It Cost to Give Great CustomerService?
With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customerservice versus customerCARE. So shouldn’t customerservice be customercare? At the same time, customerservice experts have advocated that the the people in customerservice are the frontlines.
These are great people who work in customer support centers and respond to a customer’s questions and complaints with patience, empathy, and efficiency. They’re your front line for your customers. And they’re often referred to as CSRs, or customerservicerepresentatives. Follow on Twitter: @Hyken.
Shep Hyken is a customerservice and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customerservicetraining programs, go t o www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com.
Shep Hyken is a customerservice expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customerservicetraining programs go to www.thecustomerfocus.com. For information contact or www.hyken.com. Follow on Twitter: @Hyken.
Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customerservicerepresentative to the next and having to repeat the issue. For information contact or www.hyken.com. Follow on Twitter: @Hyken.
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