Has anyone ever wondered why telecommunications companies have some of the worst customer service?
I have. Many times.
I also wonder why they route calls, — press 1 for problems with your services, press 2 to add or upgrade service, etc — but when you tell them that you’d like to add or upgrade service (a.k.a you’re a new sales prospect or an existing customer looking to purchase more) your call isn’t answered immediately.
After all, you’re going to make them more money.
In a world where the level of customer service over the phone varies so much, yet many companies promise exceptional service in their marketing efforts, why isn’t there more emphasis placed on rapid response times?
Great and fast customer service can be a profit center, not just a cost.