Services Customers Really Want

Very true......very real statistics......for call center services........especially in changing expectation of customers during and post recession . When they make call.......let us not hide behind "process orientation".......... .

 

When I finished by 12th and wanted to pursue further studies.....we had 3 option.......Science, Commerce & Arts........Science was the only story which talks in Binary language with right and wrong. Both Art and Commerce were out side this definition. Accounting, Payroll HR process & Legal fell into non Science bucket. But when we started business outsourcing we tried to make Accounting, Payroll HR process & Legal look very binary...obviously it is doesn't work that way with end customer who want to see it end to end.

 

 

AUGUST 21, 2009 Services Customers Really Want Asked what dimensions of customer service they would most like to see companies measure, the highest number of U.S. consumers surveyed — 65% — said "knowledgeable employees," which most defined as able to "answer my questions without putting me on hold, searching for someone, or transferring me." 62% said "treats me like a valued customer" and 54% said "demonstrates desire to meet my needs." The lowest percentage, 31%, wanted "relevant/personalized service." Source: What Services Customers Really Want, Harvard Business Review, September 2009

http://hbr.harvardbusiness.org/2009/09/what-service-customers-really-want/ar/1?cm_mmc=npv-_-DAILY_STAT-_-AUG_2009-_-STAT0821