The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Excuses, Excuses
Wednesday - June 07, 2006 12:43 PM in
Just about when I begin to feel upbeat that businesses are realizing the value of customer care and think progress is being made, reality steps in. As a sales person, I periodically review proposals and inquiries that never turned into business. I simply ask my contacts what happened. Here is the latest group of answers:
- "IT won't cooperate."
- "IT says it is not a priority to set up the study."
- "Security is concerned about privacy and killed the project." (Aside, security never talked to anyone, particularly us, about the built in privacy controls.)
- "IT says they're too busy."
- "We hired some Mexicans to see if the Spanish translations made sense." (I'm not making that up, honest.)
- "I really don't know. We re-organized again."
- "It would take work to set it up."
Yes, if you're picking up on a theme that IT is making a bunch of customer care decisions these days, so am I. Probably a consequence of the computerization of telephony, but if any group of individuals are less trained and inclined to make decisions from the perspective of the customer than the IT folks, I can't think who it might be.
Posted by Rick Rappe
Posted at 12:43 PM by | | | |