Customer service. What do those words conjure up in your mind? Chances are it's not good. Long lines, endless waits in the phone queue, robot operators who repeat "Okay, so…" over and over again until you are numb.
Most of us are pretty good at articulating what we don't like in a customer service experience. But what do we want?At TTI, we have learned a few things about customer service over the years. And, in a world where automation has taken over so much of the service industry, there are a few basics that never go out of style. Here they are. Ask yourself, "Is my company delivering on these?"
Remember that, key to achieving the above goals, is having the right people (and technology) in place. People skills, even when used with technology, are still the heart and soul of a great customer service experience.