Great service defines a company. But a recent study by Accenture found that customer service standards are in freefall. The problem is that service is complex, cross-functional, rational and emotional. In our experience, there are five archetypal failure points of service management.
Five ways that customer service fails… and what to do about it
March 21st, 2010 by Simon Kirby · 1 Comment so far - click here to leave yours
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Contact evasion and how to avoid it
January 24th, 2010 by Simon Kirby · No Comments yet - click here to leave yours
Evading customer contact is an easy response to high contact volumes that makes customers angry. Much better to implement a disciplined service management framework that lets you be easily contactable without drinking from the fire hydrant.
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