Are you over complicating your customer service

I was reading this article by Schumpeter in last week's Economist  (click here)  and I realised how closely it aligns with our thinking at Telnet.

We are finding that the more we focus on the basics of customer service the better our customer satisfaction scores become. We agree with Schumpeter when he infers that you need to make it easy for customers to contact you if they really need too. And of course when they do, make sure their query is understood and resolved as quickly and efficiently as possible.

It isn't rocket science really, but it does take a commitment to getting the basics right.

John Chetwynd
Managing Director