How accurate the study is, I can’t say, but numbers don’t really matter to me when it comes to customer service. It’s all relative. When I worked at Nordstrom, some of the managers would push “sales per hour” and although at times my sales per hour were low, it was because I spent quality time with my customers. Sometimes those customers didn’t spend a great deal of money with me, but I knew that they would come back to me again and again because I took the time to really help them find the right shoe. Other customers didn’t mind waiting as long as I gave them quality time as well.
So who knows, those customer service reps in Baltimore may be spending more time with each customer...And yes, I know that customers don’t like to wait and we shouldn‘t make them wait too long, I know. Five minutes doesn’t seem that long to me, does it?
So what will it be...quality or quantity? Can we have both?
» Changing the Standards from CustomersAreAlways
I think we're a society that focuses way too much on "the numbers". It's all about being "first", how much money you make, how many cars you drive...and in business it's all about the highest sales, increasing prof... [Read More]
Tracked on: August 30, 2007 6:00 PM | Permalink to Trackback