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10 Reasons To Survey Your Visitors, Subscribers And Customers
10 Reasons To Survey Your Visitors, Subscribers And Customers by: William R. Nabaza of http://www.Nabaza.com 1. You'll find out what type of content visitors want to see at your web site. This will attract your visitors to revisit and read...
Customer Relationships within the Evolved Organization
Customer Relationships within the Evolved Organization Sustainable business practices are emerging as a priority within forward thinking organizations. These practices apply to many dimensions of the organization, ranging from minimizing...
How Any Small Business Can Boost Profits Online - Even When ALL Your Customers Are Local
I talk to many local business owners here in my little hometown that tell me they want a website. When I ask why, they generally say something like, "Well, I just think we need one. Most businesses have them now." But realistically, if you operate...
How To Make Sure Your Customers Still Trust You
The stock market is still on a wild roller coaster ride. Trust in business is at an all time low. Do your customers still trust you? Here are seven ways to help you make sure. 1. Go the extra mile. Under promise and over deliver - a time...
Identify, Acquire, and Retain Customers with a CRM [1016]
Identify, Acquire, and Retain Customers with a CRM [1016] Publishing Guidelines: You may publish my article in your newsletter, on your website or in your print publication provided you include the resource box at the end. Notification would...
 
Where Are The Delighted Customers?

WHERE ARE THE DELIGHTED CUSTOMERS?

QUESTION

If every company wants to delight its customers, then how come we don't spend most of our ‘customer days’ delighted?

THE EMPEROR'S NEW CLOTHES?

The so-called new economy and most new business have been built around a specific promise. This promise is that the 'customer is in charge’. The reality is that customer service has reached the pits. Call centres in the depths of the countryside leave us hanging on while we listen to more piped music.

As customers we feel betrayed. It seems remarkable that an entire business philosophy, a mantra chanted across the modern world is so obviously without substance. Many banks, universities, shops, restaurants, builders' merchants, and software companies patently fail to deliver. The customer is not king. The customer is left waiting to be heard (again!).

To reflect on what has happened, one of the promises of the new economy evangelists was that the customer would finally be in charge. We weren't supposed to need to call the customer care department because everything would be right first time!

The reality is somewhat different. How often does the call centre tell you 'We are experiencing higher than usual call volumes' or 'all our customer service operatives are currently


busy' or ‘you are in a queue’? This first statement is almost always followed by the second (incongruous) comment, 'We value you your call'.

Basically, the new economy was meant to make service better, quicker and more effective for customers. At the same time it was meant to make it easier and cheaper for the companies. So much for the theory.

Companies are starting to wake up to the fact that the customer is actually very angry with them. Customer service ratings are a nonsense - the average score is always 'above average'.

Most customers do not feel 'in charge'. So, see what happens if you do put them in charge…

About The Author

Robert Craven - author of business best-sellers ‘Kick-Start Your Business’ and ‘Customer Is King’ (foreword by Sir Richard Branson)... ‘one of the UK’s leading marketing specialists’... the ‘entrepreneurship guru’. He runs The Directors’ Centre (http://www.thedc.co.uk), helping growing businesses to grow.

rc@thedc.co.uk

http://www.thedc.co.uk

http://www.kick-starters.com

rc@thedc.co.uk

 

Customer Service Group: Resources for improved customer service ...
Newsletters, books, and free online resources for improved customer service, call center and help desk operations including tools for enhancing rep training ...
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Customer Service Training Customer Service Skills Training Service
Service Quality Institute is the leader in Customer Service Training with customer service training skills products and consulting with over 34 years ...
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ICS: Institute of Customer Service
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International Customer Service Association
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Customer Service Jobs on CareerBuilder.com
Looking for customer service jobs? Start your job search at CareerBuilder, the leader in job search sites, and access hundreds of thousands of jobs today.
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The New York Times Home Delivery - Subscribe
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Customer service - Wikipedia, the free encyclopedia
The modern concept of customer service has its roots in the craftsman economy ... Delivering customer service begins with understanding what customers want. ...
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Customer service representatives
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Customer Service Training, Seminars, Coaching, and free articles to improve repeat business, happiness, and professional image.
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azcentral.com faq - azcentral.com Help - Arizona Republic Customer ...
azcentral.com faq - Welcome to the azcentral.com help center where you can find answers to azcentral.com and Arizona Republic customer service questions.
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CafePress.com : Help Desk : Customer Service
Email Us Send us an email and we will respond to you within 24 hours. Call Us Toll Free 1-877-809-1659 Customer Service Hours ...
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Customer Service Week - The Celebration Source
Provides how-to information, gifts and decorations for successful Customer Service Week celebrations.
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Nashville - Tennessean.com - Middle Tennessee Customer Services
Customer service, advertising or news-related questions or problems (615) 259-8000. ... (615) 242-7253. Email Customer Service customer @tennessean.com. ...
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Customer Service Institute of Australia - dedicated to Australian ...
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The Globe and Mail: Home Delivery Customer Care: Home
The most authoritiative news in Canada featuring articles from The Globe and Mail, breaking news coverage, national news, international news, sports, ...
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Customer Service from FLORIDA TODAY
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Customer Service – 8 Rules For Good Customer Service
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