Some companies set the low bar for customer service (e.g., airlines, cable t.v. providers). My former cable provider neither empowered its employees to troubleshoot nor allowed them to escalate a call. Only when I sent certified letters to the CEOs of both joint venture partners threatening not to sue them but to go to the media did I get an owed refund in my mailbox the next day.

I know good customer service doesn’t come cheap. But it’s a lot more cost-effective to retain customers than to lure in new ones who also won’t stick around long either.

In my next post, I’ll talk about how Verizon Wireless gets it right.

Related Posts Plugin for WordPress, Blogger...