Previously I have written that customer service is one of the best and most overlooked aspects of your marketing strategy. http://tinyurl.com/2dddgjq
It seems American Express agrees and has decided that their customer service needs to be reevaluated. I read an article in Fortune Magazine http://features.blogs.fortune.cnn.com/2010/08/13/amex-happy-workers-mean-happy-customers/ and it talks about their plan to step back and recognize that customer service is an important part of their clients’ experience.
American Express has decided that the best way to provide excellent customer service is to look at the employees working conditions and the requirements they had set to do the job. These factors influence how their staff feels about the company. This attitude will translate to the customers during their conversations.
If the company can make life better for the call-center employees then they will be friendlier and more attentive to the customers’ needs. The first step was to talk to the employees and ask them directly what they would like to see implemented to make the job better.
Things the employees requested were more flexible hours, better pay and the chance for career advancement. Another aspect that changed was that previously the emphasis was on how many calls you did during your shift. Now the employees are allowed to interact with customers so they can provide better service.
Many businesses spend large sums of money to create campaigns to attract and retain customers but sometimes it’s the personal contact your staff gives that makes all the difference.
Do you agree? Does good customer service and the personal touch influence the businesses you frequent?
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