information

Information for the Company's Customers

It is possible to achieve high-quality service (from an organizational standpoint)—one that has been refined to the point of becoming second nature (and automated)—without paying attention to the individual customer. In this case, the priority will be service standards, rather than the customer’s experience and loyalty. The main focus is on accuracy, speed, productivity, and repeatability. In practice, these are the characteristics of an assembly line. Questions such as whether the customer will return tomorrow, whether their problems have been resolved, and whether they are satisfied with the service remain outside the scope of the “quality service” process.

An example of this situation is large companies that strive for highly efficient processes, including customer service. And while this used to be their advantage, today—due to growing consumer demands for personalized service—it has become more of a competitive weakness.

As a result of this kind of customer service, the customer is forced to listen to the automated message: “Thank you for calling our company. All agents are currently busy, but we will definitely get back to you in order of the queue.” Back in line again! Isn’t that right? It certainly motivates you (to hang up), but it doesn’t make you satisfied.