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.