sexta-feira, janeiro 14, 2022

"customer service is getting worse"

"Yes, customer service is getting worse. Companies treat customer service as a cost and as Zeynep Ton has explained over and over, the outcome is predictable.

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In fact, there is industry-speak for this it's called 'containment." It represents "the percentage of users who engage with an automated system and end their interaction without transferring to a voice or live chat agent. The goal is to prevent you from ever contacting a person, and companies have gotten very smart about this.

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All of this gets at a growing  problem that I don’t think corporate types factor into their customer service equation.  It’s easy to figure out that a typical service encounter costs $5.  What is a lot harder to measure is the upside of providing excellent service (not to mention the upside of not turning up in slightly snarky articles penned by business school professors)."

Em linha com o meu aviso em Every visit customers have to make ...


Trechos retirados de "The better your automated customer service options, the worse your customer service experience

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