I’ve started to get tired of hearing CEOs raving about their customer service. Our call center team is great. We answer calls quickly. Our online chat is busier than ever. Our customers rate our customer service team an XYZ… Our cost to handle customer calls is at the industry average…
Who gives a shit cares?
The reality is, if your products were awesome, if your services rocked, if your website was crystal clear, then your customers wouldn’t EVER have to call customer service. Companies truly doing it right, don’t need teams as large as yours.
One metric to consider. Start trying to get this number as close to zero as possible – Customer Service Cost / Revenue. Think of the increased margins you’d have.
How often do you call the customer service group at Amazon…
Perhaps it’s time to start thinking that customer service sucks. Inspire your leadership team to ask the right questions, and really dig into the core issues. Perhaps you can really start to inspect what you expect at your product level. You’ll uncover areas to improve and thereby eliminate customer service teams completely.