17 May 2012

Customer service is in the eye of the beholder

the eye of the beholder
Beauty has long been recognised to be in the eye of the beholder. Could the same be said about customer service? The ideal customer service standards have been established for many different services across all sectors but do we give customers enough choice? Do they have the ability to put emphasis on certain element of the service and totally ignore others. Technological developments enable more and more refined analysis of customers, encouraging them at best and, directing them in the worst cases, towards purchases that they did not want to make in the first place. Could a totally reverse approached be engineered, the blank canvass. Or will it prove too difficult for customers to decide what they want? After all, the canon of beauty is often determined by the media so why shouldn't the canon of customer service be determined by business executives?

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