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Want to Improve Customer Service?

Treat your employees better

Knowledge at Wharton
Fri, 03/23/2012 - 15:04
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Is customer service a lost art, or are today’s customers harder to please?

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On the one hand, moments of tear-your-hair-out frustration are commonplace—from shopping in stores where sales associates are nowhere to be found, to dealing with salespeople unable to help locate a sought-after item, to encountering repetitive robotic voice messages that never lead to a live customer service rep. On the other hand, the rise of 24/7 help desks, ubiquitous pop-up bubbles on shopping websites that offer assistance, and the ease with which consumers can dress down businesses in 140-character tweets, have arguably made companies more attentive—and accountable—than ever before.

“We are more demanding,” says Peter Fader, professor of marketing at Wharton and co-director of the Wharton Customer Analytics Initiative. “We have a ‘customer is king’ mentality, and we have come to expect world-class treatment. We want everything to be easy: simple customer returns, constant telephone access to the company, and perfect products in every color. We’re just spoiled, plain and simple.”

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Comments

Submitted by rachelloumiller on Mon, 07/30/2012 - 15:46

Service is King

Service is king. If an organization can provide consistent positive service or support experience, customer loyalty will drive revenue increases. To do this effectively all employes must have necessary customer service skills and mindset.

Rachel

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