Wilson PonCustomer service or an interuption to our day? (LINK)
June 29th 2008 01:49
What did you do to delight your customer yesterday? What will you do to delight your customer today? What does your customer really want?
Most people, particularly older people, are fed up with having to deal with disinterested people who often possess poor language skills, in remote call centres.
At least one chain store has ceased pricing most of its merchandise and expects customers to scan the item on a hard to find and difficult to use scanner that often is not working. Does the cost saving increase the bottom line or merely send potential customers elsewhere?
One iconic Australian supermarket chain gave up the fight in 2007 and sold out to an organisation known mostly to consumers for is hardware stores. If the supermarket chain had bothered to ask it’s dwindling customer base what the real problem was with it’s business from a consumer viewpoint the obvious answer was the lack of customer service. It’s customers were fed up with having to stand in a long, slow queue.
Even with new owners the writer experienced appalling service in the “Express Lane” and left his purchases behind and walked to the other end of the shopping centre to shop.
A recent phone call to a the head office of a major second tier accounting firm was automatically transferred to numerous extensions, apparently none of which was manned, until the frustrated writer gave up. Customer service or an interuption to our day?
The writers latest Business Development Manual, Customer Service for the 21st Century, will be published by Sydney Business Centre in mid July 2008
Most people, particularly older people, are fed up with having to deal with disinterested people who often possess poor language skills, in remote call centres.
At least one chain store has ceased pricing most of its merchandise and expects customers to scan the item on a hard to find and difficult to use scanner that often is not working. Does the cost saving increase the bottom line or merely send potential customers elsewhere?
One iconic Australian supermarket chain gave up the fight in 2007 and sold out to an organisation known mostly to consumers for is hardware stores. If the supermarket chain had bothered to ask it’s dwindling customer base what the real problem was with it’s business from a consumer viewpoint the obvious answer was the lack of customer service. It’s customers were fed up with having to stand in a long, slow queue.
Even with new owners the writer experienced appalling service in the “Express Lane” and left his purchases behind and walked to the other end of the shopping centre to shop.
A recent phone call to a the head office of a major second tier accounting firm was automatically transferred to numerous extensions, apparently none of which was manned, until the frustrated writer gave up. Customer service or an interuption to our day?
The writers latest Business Development Manual, Customer Service for the 21st Century, will be published by Sydney Business Centre in mid July 2008
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