I listen carefully, does the person at the end of the phone seem to know what they are talking about, are they talking like a robot, are my calls being recorded for internal purposes, can the person I’m talking to really do anything for me?
At this stage we actually expect the worst, we expect to go through a series of button pressing, we expect to be in a queue and we expect very little success from the “service” call.
Am I talking to someone in a call centre who is fielding calls for numerous companies or am I actually talking to someone who works for the company I called and who does care that the call is completed with a satisfied customer at the end of the phone.
When the business started was customer service a priority, is good customer service a good thing, is customer service something that can differentiate you from your competitors …is customer service that simple element that can help you increase business and generate great word of mouth?
Before you sign that contract and outsource your customer service, no matter how financially attractive the deal appears is this something you can afford to really hand over to someone else?