21 November 2012

Customer service: the cat and mouse game

Customer service: Do you play cat and mouse with your customers?

In all likelihood, when customers contact your customer service team, they will be searching for a straight answer to what is not necessarily an easy question. Most of the time customers will also know exactly what they are looking for: a result. From the company's point of view, there might be some hidding involved especially if they are not prepared to give what the customer demands, either out of policy or simply because they are not able to. Unfortunately this not a game and prolonging the uncertainty in the eyes of the customers, having them look everywhere in your company and making them work hard for the solution  is exactly what they do not want. Next time you take a look at your customer service design, it might worth establishing who is meant to do the running.


  1. With the rise of self-service customer service channels, more and more customers are turning to call centers when they have a specific question they need answered and want a human to help them answer. You have to be prepared to adjust to their level of knowledge. They might need more advanced help than your typical caller.

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