Customer Service Today
Everyone knows it is far cheaper to keep a customer than to get a new one. Yet most companies fall into several common pitfalls in servicing the customer. Case studies are used with many techniques to avoid issues that cost most company customers every day. Attitudes, systems design, people training, incentive systems, monitoring systems and responsibilities are looked at throughout the corporate layers. This is a great talk for any customer facing group and their management too. Customer advocacy, avoiding cognitive dissonance and eight ways to avoid customer service problems.