Yes, you are right – I strongly believe that improving customer service is the best way to stand out from huge list of your competitors. Also, it is the right way to do business right now, when all people like to have something extra, more valuable than money.
Bank is one of those sectors, where the main thing is traditions. Most of all banks have strict rules and these rules are the same for all customers. It is said, that the bank will give you umbrella when the sun is shining, and take it back, when it starts to rain.
Although, I cannot have an account in newly opened MetroBank in London, they earn a lot of my respect. I am sure, that they will become one of those success stories.
If you read daily news about technology, probably you have heard about iPhone 4 trouble with antenna. I don’t really like all Apple products, but when it comes to customer service and satisfaction you cannot ignore them.
I believe that they work really hard to develop products that turns the whole market upside. It was amazing, that they didn’t failed such amount of time. And you know what? They really understands how to handle failure.
What happens when some hacker finds security exploit in Microsoft Windows? Nobody talks about that (excluding angry users and bloggers) and after sometime you got patch for your problem. They loose their opportunity.
I respect that Apple have done a press release and said what they think and what they going to do. It is not usual that CEO stands out and clearly explains all the the situation.
If you live in Europe, you know that such behavior of big company CEO is impossible, but can you show me any other mobile phones company, which have sold 3 million phones in 3 weeks?
In our small country it is very popular to outsource public relations service. Small country, small companies and it is really very expensive to have local people knowing the company and the product.
Same thing happens in customer service, a lot of companies outsource their call center, because taking care of their customers is not their primary business. Even worse, I see people spending hundreds of dollars installing new call center and they use it as simple as excel file with outgoing calls.
The good thing is that I also get in touch with people, who makes things different – they treat customer service as opportunity to get customers for a life.
Stop thinking that customer service needs to be cheapest as possible and that maybe one of the smartest investments during recession.
btw, would you like to work here? does the workplace photo gives us a feeling that they are doing their best?
Hey! I am telcoguy. I help all kinds of businesses to change the way they communicate daily with their customers. And I am happy that they like changes.
Yes, you are right – I strongly believe that improving customer service is the best way to stand out from huge list of your competitors. Also, it is the right way to do business right now, when all people like to have something extra, more valuable than money.
