Quantity vs. Quality

In this age of instantaneous gratification customer service lacks quality. Too often the company is focused on quantity ─ numbers. The higher the number the more the profit.

Good customer service people don’t waste their time worrying about metrics or keeping up with the Kardashian’s ─ oh! Seriously, a good customer service representative takes the extra time to fully understand what the situation is and then does their best to correct the situation and make it right. Unfortunately in this world of good and plenty, good customer service representatives find themselves out of a job.

There is a fine balance between quality and quantity. Most companies with a customer service department have spent a lot of time and money investing in other companies to come in and tell them how to run their customer service department. In my opinion, it’s not rocket science. However, there are metrics to maintain to keep the company out of the red.

The customer doesn’t care about financial goals for the company or metrics for the customer service department. The customer cares about their issue and they want it resolved. Our goal is to solve the customer’s issue with good quality and customer satisfaction while providing the quantity the employer regulates. Fine line. How do you balance that? Share me your tips. I’d love to hear them.

Footnote: This year I decided to go with the A-Z of Customer Service. I’ve complained too long that customer service isn’t what it should be. Tell me God doesn’t have a sense of humor. He put me in a position make a difference in what I think customer service is and should be. This month I will share with you what I’ve learned about successful customer service. Hope you enjoy the ride.

2 thoughts on “Quantity vs. Quality

  1. The most frustrating thing to me is when a big company outsources their support overseas…and the overseas reps don’t really have the ability to do anything but read from scripts. I got into a loop with Sears where I ordered a treadmill, was told they’d deliver it, was later told delivery isn’t available for my area and they’d cancel my order–then they DIDN’T CANCEL IT. I spent hours on the phone trying to stop the treadmill from coming here…they sent it anyway. And then said they were going to charge me for the delivery fee. I ended up going to my bank with all my documentation and got the entire amount credited back to my account. They had to lose money on the delivery AND they had to pay a chargeback fee. Plus too many of those and their credit card processing fees go up. I read somewhere that chargebacks are one of Sears’ biggest financial problems and if they can’t get them under control, they’ll completely go under. So the money they’re saving on outsourcing their customer service is wasted…at the very least, provide a higher tier of support in America–but they don’t do that. I even sent certified letters to their offices in Chicago and they forwarded them to their overseas call center to call me!!!!


  2. Agree. Customer service is not rocket science. I have worked as a Dell Customer Support Rep earlier, and the one thing I learnt was that customers don’t want the “run-around”. You either give them the solution for their problem, or if you can’t (3rd party issue/out of warranty issue), then at least refer them to someone who can help them, even if at a price.

    By the way, I stopped over from the AtoZ. You picked a great theme. Do visit mine sometime.
    Happy AtoZing!
    Chicky @ http://www.mysteriouskaddu.com


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