« Sprint Letter #2 | Main | Thunderstruck by Erik Larson »

August 22, 2007

Comments

Jeff R

I think typically the problem with Customer Service is a lack of motivation for customer service reps to actually please the consumer.

Take for example your sprint situation. If the rep pleases you and saves a customer she still makes her hourly rate. If you leave spring and vow never to return she still makes her hourly rate.

The reps are probably evaluated with some type of call sheet with talk time and information verification as the highest scoring components. Though grading customer satisfaction is certainly an objective factor, its almost always the most important in customer retention. Also, with the average consumer it's not overly difficult to evaluate satisfaction after a customer service call.

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