In a harsh climate, companies' leadership teams may decide that investment in customer service is a low priority. Whilst the motivation is easy to understand and often driven by cost management measures, it is not sustainable. After all, when the winter is over, clients will remember where their bad customer experience and this will clearly influence their decision for future purchases. So even when it is tough out there, good customer service remains a critical tool to outshine the competition.19 December 2010
Customer service: giving up is not an option
In a harsh climate, companies' leadership teams may decide that investment in customer service is a low priority. Whilst the motivation is easy to understand and often driven by cost management measures, it is not sustainable. After all, when the winter is over, clients will remember where their bad customer experience and this will clearly influence their decision for future purchases. So even when it is tough out there, good customer service remains a critical tool to outshine the competition.
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