The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Verizon
Monday - May 08, 2006 01:38 PM in
The Washington Post has a blog entry today detailing the reporter's horror story dealing with Verizon's customer service.
I thought the most interesting part of the article was the last paragraph:
This disconnect is common, and it's a big part of the reason we started VocaLabs. Several years ago I noticed that the oodles of technology being deployed in call centers wasn't doing much to improve the overall level of customer service. Since the technology is not inherently customer-hostile, and few companies actually wantto provide bad service, and good service usually isn't any more expensive, I concluded that the problem was not customer service technology per se, but the clueless way it was being deployed.
That's what led us to create a company dedicated to the scientific measurement of service quality--as compared to the flawed and haphazard methods commonly used in the past.
Posted by Peter Leppik
My husband, a journalist who writes about computer technology, has had similar tales of woe as a customer (please don't get him started on talking about the difficulties he's had in getting the fiber optic line installed). He says Verizon is known for its call centers' state-of-the-art technology. But for some reason, there's a big disconnect between that technology and the customer experience.
This disconnect is common, and it's a big part of the reason we started VocaLabs. Several years ago I noticed that the oodles of technology being deployed in call centers wasn't doing much to improve the overall level of customer service. Since the technology is not inherently customer-hostile, and few companies actually wantto provide bad service, and good service usually isn't any more expensive, I concluded that the problem was not customer service technology per se, but the clueless way it was being deployed.
That's what led us to create a company dedicated to the scientific measurement of service quality--as compared to the flawed and haphazard methods commonly used in the past.
Posted by Peter Leppik
Posted at 01:38 PM by | | | |