Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn I’d venture to say that most people don’t have a desire to call customer service. If one ever got lucky enough and passed the Interactive Voice Response (IVR), the customer service representative (CSR) is sometimes not all that helpful (like the time I [...]
Customer Service
Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn Most organizations believe that Customer Service contacts are what needs to be fixed or eliminated. On the surface, that might be true. But, when approached as a Lean Thinker, Customer Service contacts are truly only symptoms, the root causes of which are not [...]
Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn In some organizations, the Customer Service function is largely viewed as a cost center, draining resources of the firm. I maintain that this perspective is what less mature companies support. More mature companies and, subsequently the more successful ones, understand the strategic fit [...]
Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn In some organizations, the Customer Service function is largely viewed as a cost center, draining resources of the firm. I maintain that this viewpoint is one that less mature companies support. In what follows, I’ll take a hypothetical iPhone defect case and show [...]
Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn Bijan shared this great, real-world experience of how getting the basics perfect is, in fact, a loyalty driver: his experience? — with Amazon.com Customer Service. In his words, Two weeks ago I bought an item on Amazon. It was a toaster oven. In [...]
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