Why must it be this way? Why can’t they customers be taken care of from the get-go?
When a customer is obviously unhappy with something, isn’t it the customer service reps job to take care of that person? So, why aren’t companies giving these reps more authority to take ownership? It’s like we make customers jump through hoops to get anything done. It’s a waste of time and energy. By the time the issue ends up on a District Manager or CEO’s desk, the customer has already lost trust in the company.
Well, here’s an idea...Let’s have the CEOs and everybody with an executive position work as the customer service reps! That way customers don’t have to go to a higher authority - they’re already talking to them ;)
"Well, here’s an idea...Let’s have the CEOs and everybody with an executive position work as the customer service reps!"
While not something that should be done on a daily basis, I do think it would be valuable for the execs to at least listen/answer a few calls on a regular basis. Doing so might make them appreciate what reps do more, as well as giving the CEO insights into things that are good/bad for the company.
I do know that Craig Newmark of Craigslist is still very involved in answering emails (very admirable).
Posted by: Damon Billian | February 28, 2007 12:38 AM | Permalink to Comment