The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
If you say it often enough, someday people will listen
Tuesday - November 01, 2005 01:33 PM in
Customer service is marketing.
Customer service is marketing.
Customer service is marketing.
Customer service is marketing.
Customer service is marketing.
Customer service is marketing.
Customer service is marketing.
There are a handful of CEOs I'd like to get in a room, and make them write the above on a whiteboard, then write it again another 496 times.
That's my hook into this article from the Boston Herald. The advice is nothing new to people who've been reading this blog for a while (i.e. "Work to improve first call resolution" and "Don't be afraid to say 'sorry.'"), but they begin with the important statement Poor customer service essentially renders every dollar that a company spends on advertising or marketing campaigns useless.
Really, that's all anyone needs to know.
Posted by Peter Leppik
That's my hook into this article from the Boston Herald. The advice is nothing new to people who've been reading this blog for a while (i.e. "Work to improve first call resolution" and "Don't be afraid to say 'sorry.'"), but they begin with the important statement Poor customer service essentially renders every dollar that a company spends on advertising or marketing campaigns useless.
Really, that's all anyone needs to know.
Posted by Peter Leppik
Posted at 01:33 PM by | | | |