![]() ![]() More and more businesses are realising this opportunity. That close contact is an untapped and unappreciated opportunity to build strong customer relationships, increase loyalty, hear customer feedback, improve products, build community, upsell, increase basket size, and so on. Talking to customers face to face, en masse, every day is unique to customer service. The opportunity lies in the extraordinarily close relationship between agent and customer. Yet, this current state of customer service leaves opportunity on the table. Great customer service increases retention and repeat business despite the above.Ĭustomer service in the future: the opportunity left on the table When done right, customer service is already adding business value. Customer service is a critical part of the customer’s experience. Agent training rarely goes beyond product and people skills.People often see careers in customer support as unambitious. New agents view customer service as a ‘last resort’ or ‘short term’ job.Employees are considered unskilled and leaders hire accordingly.They are there to fulfil a specific, repetitive, purpose. Businesses see employees in the customer service department as short-term and disposable. ![]() Departmental efficiency is of highest priority. ![]()
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