Thursday, November 12, 2009

5 Ways to Flub Customer Service

Samuel Greengard of CIO Insight lists ways that even the biggest companies can flub customer service. He writes, customers are rarely satisfied with the service businesses provide. Understanding those complaints, as well as the processes and technologies associated with customer service, can help CIOs and their teams avoid these customer-care blunders.

1. Outsourcing without understanding all the implications
2. Relying on incomplete metrics.
3. Underutilizing analytics.
4. Taking your existing customers for granted.
5. Trying to be everything to everybody.

What do you think of Greengard's list? Any that you'd like to add?

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