With more than half of Network Solutions' customer base ready to bolt to the nearest competitor and company sales and market share declining, Mitchell knew he had to clean up the company's customer service
While the potential power of anytime, anywhere customer service
will help a company acquire and retain customers, failing to use emerging technologies could risk a company's retention rate and, ultimately, its market viability.
But you have to implement customer service
and time-based management from the bottom of the company -- as a matter of fact, from the shop floor.
When you do business online, quite often the most important part of the sale isn't offering lower prices or free delivery, it's hands-on customer service
To ensure successful customer service
provision, it is essential to have written policies and staff training on both procedural and personal aspects of service delivery.
Expensive newspaper ads and slick four-color brochures which tout the qualities of a facility do not compensate for poor customer service