When you stop believing in customer service and start cutting corners in that regard, then you can't be surprised when customers decide to take their business where they still feel valued. It's really not that complicated. Or at least it shouldn't be that complicated to figure that out.
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CX is the buzzword now. How does the customer experience improve if CS remains terrible?
Troll…. Thanks for playing!
I’ve had Verizon service for over a decade and never even considered calling customer service. The boomers who rely on it will die out soon enough, we should have outsourced it a while ago.
It also drives customers to self service on the web and in their MVA, cheapest cost of all
It is still cheaper to lose some customers and have bad customer service . Alot of companies rather see where there stand with cheap (over seas and bad ) customer service and end up ahead anyway . Its the new algorithm day of age .