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Is Customers Service Keeping Pace?

By Thomas Cribbs | Published June 8, 2012 | Google+

Today everyone is logged in, signed in, plugged in or online. Our interactions with others are now, largely, done via some sort of electronic means. Is Customer Service keeping pace?

For those of us in the customer service industry, the reality is that nearly half our customer contacts are now electronic. More and more people are choosing to express themselves via some form of social networking, blogs, the “Contact Us” button or email. It is a vastly different environment than we had as recently as 10 years ago.

Despite the changes in the way we interact with our customers, they still have the expectation of the implied promise of exceptional customer service to be kept, perhaps even more so now. Our customers have options they didn’t have before. Our competitors are usually just a mouse click away.  How do we exceed our customer’s expectations in this environment?

We have to be logged in, signed in, plugged in and online.

The customer’s experience starts the first time they see your ad or visit your website. It’s not enough to just have a great website, page or blog. It’s not enough to be plugged into social media. Yes, of course, being readily accessible is important, but what you do with the information that customers present to you is still what separates the good from the great!

Recently, I received an email from one of our customers that had concerns about our ordering process. A short conversation with our CEO later and we were making the changes that the customer had suggested to our website. Your customers want to know that you are really listening.

Is customer service keeping pace? We are.

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