Each of us has different experiences with customer service; some are good while most that we hear about are just horrible. Businesses, no matter how big or small, need to evaluate how well they are serving their customers.
There’s already a new standard and it is not just to have “good” customer service, it’s about being great. In a very competitive market, business owners cannot just ignore the importance of service excellence.
A business book review, by Ivana Taylor, of the book “Your Call Is (Not That) Important to Us”, the primary intention of the author was to make a research on what goes on with call centers.…
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Some people you just can’t please. At least, that’s the truism my grandpa used to say to me. Clearly, grandpa didn’t run a small business. While some people are harder to make happy than others, as a CEO of a small business you can’t just write off difficult clients, unless of course you don’t mind taking a hit in your business.
Technology companies are, unfortunately, almost as well known for having poor customer service as they are for their actual products. Why is that?
So you benchmark your company against others in your industry. Maybe you look at maximizing revenue per full-time employee, increasing first call resolution in your contact center or IT expense as a percent of revenue. How do you compare to your competitors? Is that the right comparison?
Small businesses are famously agile and attuned to the wants and needs of their customers. But as they begin to grow, or as market conditions begin to change, staying on top of customer requirements can be a tricky feat. If relationships become too tenuous, an aggressive competitor will prey on those weaknesses and poach “at risk” customers.
