Always seen as the first line of defense, customer service is perhaps the most difficult area of cutomer relationships to deal with. Yet with the web friendly tools available today, increasing interest in self-service, the integration of customer service with the other customer facing areas, customer service is, when successful, a profit center.

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What Should Be Included and Why?

 

 (Joel Lindstrom)

A big issue that I see is that the way that customer service people are compensated leads to bad customer service.  If someone gets paid the same rate per hour no matter how many issues they resolve, or they are incentivised to get through as many calls as quickly as possible, it leads to an I don't care attitude.  If compensation/bonuses are tied to customer satisfaction, and they are brought into the sales process/incentivised to find quality leads for upgrades, the customer will not be viewed as the enemy.

 

Part of the problem is a lack of the right tools to find and deliver the correct answers, and a lack of good metrics for things like customer satisfaction.

 

 

 

 

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Vendors Who Could Be Showcased in this Chapter

 ResponseTek - Using ResponseTek:CEM software, companies are improving customer service by eliminating the causes of customer dissatisfaction. The results are reduced calls/costs at the call center  and reduced customer annoyance.

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