From the course: Managing a Customer Service Team
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Putting customer value first
From the course: Managing a Customer Service Team
Putting customer value first
- Customer service leaders frequently face pressure to keep costs under control. The knee-jerk reaction is to cut expenses. Unfortunately, many of these cost-saving measures come at the expense of unhappy customers. A more effective approach is also a counterintuitive one. You've probably seen those self-checkout lines at grocery stores. They've become a source of customer frustration and the butt of endless jokes from standup comedians. Many grocery stores have recently replaced them with regular checkout lines staffed by employees. They found that this actually moves lines faster, and shorter lines equals more repeat business. In other words, spending a bit more money on employee wages is good for the bottom line. Companies are often more successful when they put customer value first. I'd like to propose an experiment. Take a look at what's driving the biggest expenses in your customer service budget. Perhaps it's a busy…
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