More of the Same Griping about Customer Service
Posted by Ted Hopton on May 26, 2008
Nothing new at all in this NYT article, “Far From Always Being Right, the Customer Is on Hold.” It’s designed for popular consumption and it rehashes points made better elsewhere, with this author’s distinction being a decidedly whiny tone. But it’s the kind of article my mother notices and points out to me, knowing I work with call centers for a living. Thanks, Mom, I found it . . .
The bottom line, as I have said many times before (see, for example, Just Answer the Phone Quicker!) and will say many times again, is that those of us in the call center industry have the power to change the negative perception the public has of us. It’s going to take resolve and determination, and recognition that customer service is important enough to do right that spending money on it is a wise investment.
