FROM THE BLOG
What is the point in customer service?
Posted by Tarah Carlow on April 1, 2015
The point varies depending on the goals you have set forth within your organization. And the point isn’t defined as being ‘good’ or ‘bad’ customer service. What is bad for one firm may very well really be good for another. It really all comes down to alignment. We can’t plan one thing, then adjust along the way cutting costs and resources and still hope for the original plan. There needs to be commitment- and that’s the only thing that will produce alignment.
In the words of Seth Godin, “Customer service, like everything an effective organization does, changes people. Announce the change you seek, then invest appropriately, in a system that is likely to actually produce the outcomes you said you wanted. Make promises and keep them.”
Read his full blog post here.
Talk to you soon,
