RE: Off to the side of: Re: OK, I shut down the computer...

[<Brian -dot- Henderson -at- mitchell1 -dot- com>]

The company I work for gets a lot of customer service calls (none of
which are outsourced), so we're pretty sensitive about the associated
costs. But we don't try to make customers go away by slowing response
times. There's actually a big red flashing light that comes on when
on-hold times start getting too high.

I am so glad I don't work in that dept.

-Brian H.

-----Original Message----- From: Steve Schwarzman

While there are indeed companies who see customer service calls only as
a burden, I think many companies see it as a cost that needs to be
contained, which isn't quite the same thing. They do care about what
their customers feel about their product and the responsiveness of their
customer service.
They would just rather do what they can to reduce the number of support
calls, precisely by informing the customer so that some calls won't be
needed.

--

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