Customer service models
Who handles questions and service issues best? TiVo is excellent, but part of that is the fact that the product itself is so good it needs little customer service assistance. DirecTV may have the best on-phone customer service, and that’s part of the reason, I think, they drive the customer to the phone faster than most tech companies.
We’re working on business changing marketing plan for one of our clients, and one of the key issues we’re addressing is customer service. It starts with a philosophy, and that’s what we’re doing now: codifying the approach we believe the company should take when approaching customer service.
I came across this BusinessWeek blog post today about Apple, concerns by the blogger about delivering a superior customer service experience now that Apple has expanded into products such AppleTV and the iPhone.
“Apple’s interactions with customers (and chances to frustrate them) is increasing even faster than the company’s torrid unit sales growth. For example, the company has sold more than one billion songs so far this year via iTunes, and some 25 million people walked through its 190-plus stores last quarter.”
Growth can kill a customer service philosophy. Who are your customer service favorites and why?
What’s your idea?