Quote:
Originally Posted by ullmandds
how about why customer service sucks so bad within so many businesses?!
I bet it's by design!!!!
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This is definitely a problem. It's not by design though, except to say that the system design itself is flawed.
What needs to happen is to provide a "vested interest" in good customer service, that the service rep understands and is working toward.
In other words, if a customer service rep is measured by the number of calls they take, then their vested interest is in making sure the time spent on each call is a short as possible. That would obviously have a negative impact on good customer service as perceived by the customer.
So, the goal then would be to design a system that aligns the vested interest of the service rep with what is perceived by customers to be good service.
Once you get a properly designed system in place, then it becomes easy to weed out the poor customer service reps.
On a side note, this is in a nutshell why people generally receive poor service from government agencies, which are ALWAYS designed around internal vested interests that are not concerned with a customers perception of good service.