Rethinking Customer Service

From the New York Times:

For the first time, American corporations are acknowledging “customer service as something worth paying for rather than just red ink,” said [Jon] Anton, who looks at call centers worldwide and, using a number of criteria, compares how well they work. “If you can satisfy customers and keep them buying, it’s as important as marketing.”

This echoes Mark Jones’ presentation at Emergence last year where he described efforts to reframe customer service at Blue Cross/Blue Shield by training the reps to focus less on average handle time and instead use that opportunity to engage customers in a broader conversation about their healthcare.

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