03:22:06 pm on April 7, 2009 |
How is that “new” customer service going?
Some time ago I wrote about this “new” customer service brought on by the economic downturn. I said back then that these moves were not based on core, sound principles and thus they would not last long. It takes three weeks for people, and between six and eight weeks for corporations, to make a habit stick (think new years resolutions and the time when they affirmed or broken – or rather, how your gym seems to be more empty in Februay than it was in January). We are a little bit past that time now — how is that new customer service working?
My perspective? I started seeing some complains come across twitter for customer service problems that had gone away and are now coming back, and I began to hear again from our customers about overloading their systems, how they can reduce the costs of supporting clients with longer handle times, and whether it is a good idea to have those automated and electronic systems put back into action. In other words, we are going back to normal. Just as Will Smith said in “I, Robot” when they learned that the robots that were supposed to serve are actually trying to take over the world — “Somehow I told you so just doesn’t say it”.
Remember, to make changes stick you need to change the core – not just the surface… What are you seeing out there? Am I wrong?Advertisements