Customer Service… is it necessary?
Is it good to get complaints/feedback?
*what do you do after you get feedback?
àfix the problem
àimprove quality of experience
Customers become frustrated when they call customer service and representatives transfer them around to different departments or even hang up.
People want apology when they call in. They might also want credit/money/free service.
Company’s goal from customer is to ultimately create an error free product.
Ways of customer service:
-call 1-800 numbers (many companies outsourced to India or China)
free for customers but expensive for company to maintain
-live chat: fast/direct and convenient, real time response, doesn’t cost company as much because representatives can multitask
-FAQ or automatic response emails: cheapest way