Ultimate Guide To Customer Service
For you, those words might refer to the name or your team or department. But to customers, the worst “customer service” might remind them of hours wasted waiting on hold, repeating information to representatives, and not getting their problems resolved.
And that’s because many customer service teams aren’t actually working to serve their customers. Instead, customer service organizations treat cases like numbers, and not like people. Customers are forced to use long forms and complicated phone trees to get the help they need, instead of using the communication channels they prefer.
And worst of all, customers aren’t empowered to succeed — instead, they receive one-off answers to questions, and not the tools to develop a growth strategy.