So this lousy service phenomenon isn't just a plague in the U.S. Looks like Australia has the customer service blues as well, according to Pete Jeans, CEO of SMO Sydney. If you're from Australia and beg to differ, please do leave your comments...
These are Pete's thoughts on service:
"If it was rocket science, I could understand the difficulty in the challenge...but it's not difficult to be better and different when customer service training is pretty straightforward.
I suspect that part of the answer lies in whether or not organisations understand that a successful CRM process first starts with professionally trained teams who have better skills than their competitors."
No, it is not rocket science, but when you have managers or executives who were not properly trained, then we experience the trickle down effect. The people that they train will not be effective either.
Can we teach the old dogs new tricks?
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