I once asked a client to describe how they handle an incoming customer service call.
He told me that it depended on who answered the phone – some of his employees are great with customers and others aren’t.
So, the experience the customer gets is completely unpredictable.
In 2009, that’s just not acceptable.
A recent study indicated that at least 20% of your customers are looking to leave.
If that’s the case, can you afford to provide them with an average experience?
Of course you can’t.
Here’s a simple piece of advice – document the best practice for interacting with your customers and make certain that every member of your team understands this system.
Keep it simple – don’t over think it.