Dans leur livre « Uncommon Service : How to Win by Putting Customers at the Core of Your Business », Frances Frei et Anne Morriss écrivent : “To employee contact list achieve service excellence, you need to strategically underperform. It means providing the dimensions of service that your customers value the most, and then making it possible - profitable and sustainable - by performing poorly on the dimensions that they value the least. In other words, you must be evil in the employee contact list service of good. Frei and Morriss argue forcefully that companies can't be exceptional in every way.
And that great service forces you to make the hard choice to be mediocre in ways your customers don't care about. Keep the employee contact list in mind as a bulwark against the temptation to say, "We'll be great on every possible channel!" For most of us, time and money limitations make this an impossible dream. KEY TAKEAWAY: It's better for your customers, your team, and your business to focus and excel in a few support channels than to be scattered and provide inconsistent service across all of them. A range of channels to consider These days, there is an ever-expanding range of options to employee contact list choose from when providing online customer service. Here are seven of the most popular choices: Email support services are by far the most widely used and established support channel.
Email is conversational, asynchronous, and provides an excellent record of past discussions. The wrong side? Email can be frustrating if it takes a lot of back and forth to employee contact list resolve a problem. Phone support allows direct and personal conversation in real time and remains popular with older generations. The wrong side? Phone support can be time-consuming and expensive, especially for the employee contact list small teams. Live chat provides a good balance between email and phone support. Back and forth is less cumbersome when support team members and customers can resolve issues in real time. The wrong side.
