Is Service One of Your Values?
The Customer Service world has changed dramatically over the past fifty years. What started as hard-lined phones with handsets and runners with paper has changed to websites, IVR, computer desktops, wireless headsets, homeworkers, mobile devices, chat, e-mail, and the list goes on and on. It is ironic that with all this convenient technology, Customer satisfaction has steadily declined, at least in the minds of the Consumer. There are many reasons for this and ways that you can correct this in your own business. As more Customers have access to the web and the transactional information that can be found there, the likelihood that they will be calling about a difficult or unique situation increases. We discuss this over the next few chapters. But the first question you have to ask is whom do you trust with the keys to long-term business success?
When you look at your most senior level positions, do you have them handled by an outside firm or someone who has no direct correlation to your company or shareholders? Probably not. Yet we do this with some of the most powerful positions within our company. It is not uncommon to outsource your own Customer interaction.
When you call a business, can you tell if they outsource their Customer Service? What message does that send to you as a Consumer? Are you sending the same message to your own Customers?
You may be assuming by now that I am against outsourcing Customer Service. The answer is a little ...