Head or Heart

omer service’s primary goal should be to exhibit a caring attitude while addressing issues.

In an effort to become more cost-effective, many companies have either outsourced or automated their customer service operations to improve their bottom line performance.  Degraded customer service is a commonly held belief by many individuals.  It has almost become a fact of life.  One needs to only consider their personal experiences with other companies to validate this observation.  Many companies also complain about the lack of customer loyalty and do not see the connection between it and their insensitive, mechanical customer service processes.  Their approach may be very logical, but logic is not persuasive.  Ignoring customer emotions is simply not effective.