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Five Steps for Reinventing your Customer Service and Call Center Philosophy in Turbulent Economic Times

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Five Steps for Reinventing your Customer Service and Call Center Philosophy
in Turbulent Economic Times

Contributor: Darryl Flores
Article Reference:

Cutbacks on marketing and staffing are the natural reactions of companies during a recession. Most companies react this way.

But, on the other hand, historical evidence proves that companies have been born and others have thrived during a recession.

Companies did not do this by cutting back the spending on advertising and staff. Procter and Gamble has never cut spending during a recession. Hewlett Packard and Microsoft were born during depressions and recessions.

For the customer service and call center industries, this should be a sign that we have the ability to set our organizations up to prosper during "these economic times" through the re-invention of our service philosophy. Customers are not going away; they are, however, more in tune with finding the better value. As a result, returning customers are more precious than ever.

The Customer Experience Numbers Don’t Lie

Business Week’s 2009 Customer Service Champs (non-automaker) continue to thrive despite the current conditions. Amazon, USAA, Zappos, JetBlue and others use their customer experience to attract, retain and build the loyalty of their valued customers.

Coupling the current economic conditions with the speed in which tales of negative customer experiences travel should entice organizations to leverage service opportunities to propel them to the strata of customer service of the Zappos and USAAs of the world.

Generally speaking, we know what to do. Most of us even know how to do it.


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