A Vacuum in Customer Service

摘要

Deffective customer-service policy is imperative to every marketing plan. You have probably heard this so many times and from so many sources that it has almost become a cliche. But there is apparently still some question about the meaning of customer service. It doesn't take a genius to figure out that customer service means serving customers in a timely, hassle-free manner, and resolving problems and questions efficiently and effectively. The goal, of course, is to ensure that those customers remain customers. Unfortunately, many business leaders―corporate giants and small entrepreneurs alike―interpret the term "customer service" to mean, "What can we do to reduce the time, effort and cost of serving customers?" In short, they view customer service as a profit liability instead of a potential profit center.