Hello
Hello everyone,
We’ve launched our all new blog! It promises to be very exciting and informative.
Customer Service is a very special area for us and we have decided to put up various topics within the call centre and customer service area for discussion. Customer Service is very important for any business to survive. Many organisations in our environment still choose to ignore customer service or see it simply as something that gulps a lot of funds. When training sessions are held within organisations, junior level staff are mandated to attend while the company executives use work to avoid attending these sessions. This attitude from senior management staff does not help change the attitude of junior staff towards customers. For a customer service culture change to effectively occur, all staff need to be a part of the process.
A ripple effect of not involving the entire organisation is that the customers take the final punch. Customers get bad service from the front line staff and their issues are not dealt with internally because no one within the organisation’s management empathises; having not been a part of the process.
What attitude does your organisation have towards customers? Are there two “standards” in operation? Do senior staff ensure that junior staff imbibe the customer service culture but remove themselves from the process?
How about the customer? How do we feel when our issues remain unresolved by front line customer service personnel and we are told that our issues will be escalated to senior management, and many weeks down the line we’re still waiting for response?
Will be back again later.
Ati
Tags: customer service