The Customer Service Survey
Well Duh!
Thu - July 20, 2006 02:53 PM in
Over the last weeks, I have commented several times on the difficulty that banks in particular have in delivering top shelf customer service. The gist of my observation is that as bank customers we demand high service levels but don't want to pay for it, and so the banks get caught in a squeeze, trying to do more with less.
While our focus here at VocaLabs is measuring the quality of phone based customer care, that is only one piece of the overall customer experience. Here's an article Peter found this AM on what one Swiss Bank is doing to better understand how customers form the opinions they do.
Part of me is happy to see that at least one company seems to be getting the message, and another part of me isn't surprised that the Swiss seem so far behind the curve. 40 years ago, my Dad was trying to explain the impact of poor service to me and he characterized the attitude demonstrated in the article as: "Ve Vill make it. Und you vill buy it." So part of me is saddened that four decades later, that attitude is still so common.
Posted by Rick Rappe
Part of me is happy to see that at least one company seems to be getting the message, and another part of me isn't surprised that the Swiss seem so far behind the curve. 40 years ago, my Dad was trying to explain the impact of poor service to me and he characterized the attitude demonstrated in the article as: "Ve Vill make it. Und you vill buy it." So part of me is saddened that four decades later, that attitude is still so common.
Posted by Rick Rappe
Posted at 02:53 PM | | | | |