Customer Service–To Automate Or Not?

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Has the following scenario ever happened to you?
You call up a customer service number because you either have a question or a complaint. However, before you get to speak to a real live person, you have to go through a series of voice prompts BEFORE you get a real live customer service rep. Oftentimes, I’ve come across automated voice systems that seem to either “hesitate” before giving you the option to speak to a customer service rep or provide that option dead last. It’s as if they don’t want to provide that option.  Why is this so?
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Great Businesses Benefit from Providing Good Customer Service

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If you are a business owner, I would like you to think about the following question:

Is providing good customer service essential to your business?

If the answer is yes, then I suggest you continue reading this post because I want to bring to your attention something that I think that all businesses–whether they are online, brick and mortar, or corporations–are guilty of.

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