A conversation on Customer Service

Customer Service is the new marketing

This is a very insightful conversation on customer service.
  • Customers have a greater voice than ever before , thanks to the Internet.
  • This is frightening and a great opportunity for companies. 
  • Customers could either act as evangelists or destroy your reputation online.
  • The companies that dedicate more resources to customer service are better off. (Apple, Nordstorm)
  • The old rule was customer avoidance: Closing customer tickets, shorter the call the better, etc.
  • The biggest challenge is for companies to be open and transparent.
  • Today transactions are a give and take, a back and forth.
  • Apologise for your mistakes and reach out to fix the problem.

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