Customer service is entirely about meeting clients expectations and needs. Companies invest very significant amounts of money to finance the gathering of data based on questionnaires and purchasing habits. The most sophisticated are now moving to lifestyle analysis in order to develop more holistic offers.
But what about the mood? A "know your client intimately" initiative should allow companies to find out what clients want now and adjust their services accordingly.
Picture courtesy of Ashford Daly Photography with our thanks -
When it comes to mood, I think it's also important to teach CSRs how to control their moods and emotions. If they are unhappy and dissatisfied, the customer will be unhappy and dissatified.
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