From the course: Measuring the Value of Customer Service
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Compliance, safety and legal
From the course: Measuring the Value of Customer Service
Compliance, safety and legal
- When I think of the role of customer service in safety and legal issues, several cases come to mind. In one, a food company once distributed a product in Europe that was tainted and making people sick. The problem began at the start of a weekend, and customer inquiries to the company sat unanswered because the customer service department was closed. The problem quickly escalated through the weekend. The company later looked back and estimated that the direct legal costs, payouts, and damage to their brand could have funded weekend hours in customer service for over a hundred years. In a more positive example, a utility I'm familiar with has made robust investments in their customer services, and are able to quickly detect and address potential risks in their grid, power lines that pose fire risks and others. They estimate the problems avoided have saved them millions of dollars over other utilities that have struggled with…
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