Has emphasis on customer service increased, even as companies ship more such functions abroad?
It has definitely increased. Companies are now understanding that they have to be customer-focused in order to survive. In the past, we might have thought that the human touch didn’t impact the bottom line, but it really does. Has the bar been raised higher? Are customer service practices that were acceptable then not acceptable now? In business today, there are more positive customer service initiatives than ever before. For instance, look at the banking industry. A customer comes in for one transaction. Today, bankers are being trained to look at the customer as having more needs than might be evident at first. It’s like only seeing 15 percent of an iceberg. That 15 percent might a business need. If you look beneath the surface, though, another 85 percent is related to personal needs. So to find out the other needs of that customer, he or she needs to be touched at the personal level. What are the key elements of effective customer service? Corporate culture, hiring and training will
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