Make it easy for your customers
When you are trying to increase your customer service, you have to remember that your goal should be to increase the ease of use for your customers. It is not good enough to establish a new system if it is more cumbersome or harder to use.
Seth has an interesting post (check out the screen shot on his site).
He asks, "What's broken about the architecture of your customer service? What could you change that would leverage the effort you're already putting into it?"
Corey Smith is the Vice President of Innovation at Fisher’s Document Systems where he maintains a blog on business and technology.
Corey Smith is the Vice President of Innovation at Fisher’s Document Systems where he maintains a blog on business and technology.
Corey Smith is the president of Tribute Media a web development firm providing high performing, industry specific websites. He is a businessman, writer, technology fanatic, graphic designer and web developer. His greatest passion is teaching, consulting and speaking.
You can find him on Twitter, FaceBook, FriendFeed, and LinkedIn.
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Submitted by Tom Coombs (not verified) on Wed, 06/20/2007 - 15:30.
Often the best intentions by staff to improve customer service levels, result in pretty bad solutions being presented to customers.
This is not ATT's first foray into this kind of mistake, some years ago, they deployed a speech recognition solution for telephone long distance customers, it too was a disaster (I think it is still deployed today).
CS managers beware...good intentions...bad implementations...
Submitted by Corey Smith (not verified) on Wed, 06/20/2007 - 17:58.
Thanks for the comment, Tom.
I was thinking today about the voice prompts. I always feel like an idiot carrying on a conversation with a computer where all I say is..
Yes
No
service
SERVICE
SERVICE
Yup... bad idea.
Submitted by Don’t ask, don’t sell - Master the Business - Boise, Idaho (not verified) on Thu, 06/28/2007 - 18:52.
[...] He developed the first marketing flyer for his practice and printed 3000 copies- without showing the ad to ANYONE before printing it. The result was a confusing ad that could be so misinterpreted that his target customers may not feel he could service their particular needs. He also had some custom pens made- great idea- but had absolutely no contact information on the pens. When she asked her husband about it, he said “They can always look me up on the web.” [...]
