I mean do you care about your customer. I know many of you are all nodding your head vigorously. (I know I am). The question then is…do you show it? If so how?
Four months ago I started seeing a new Chiropractor. I like his work but what struck me last week was that I have not heard from my previous Dr. I was a twice a month client/patient. So now he is
out four months of revenue and he has no idea why? He may not even know I am gone.
I was having a conversation with a colleague the other day. He was telling me about how they had switched suppliers of outsourced customer service. And then he
shared the frustration.
With his old supplier, when he received a customer complaint they would play a recording of the call. In some cases the call would be fine. In others my friend would suggest that the rep get some
re-training. When completed they supplier would call to say the rep is coming back …