We had specialists in time management come to evaluate our work processes. The idea was to increase efficiency by managing our customer processing time. Then they came in with extraordinary customer service plans which messed with the time management by wanting more time visiting with the customer. I favor the idea of just getting it done right the first time.
This is the perfect summation of the Millenials and Gen Z-ers. They have no social skills. Simple conversational niceties are beyond them. One good thing to come out of Covid: free grocery pick up. I got really tired of going through their lines, saying “Hello” and getting nothing more than a dead-eyed stare back. Thank God I’m old!
My company had a huge problem with customer churn, so they spent hundreds of thousands of dollars analyzing the issues. Turned out that averaging 7 emails, 8 phone calls, 4 people, and 4 days per customer complaint was not keeping the customers happy. Whodathunkit? They reorganized customer service into pods of 5 people, each from different departments with all the responsibilities necessary to solve the customer issues. Now a customer complaint involves 2-3 emails, 0-1 phone calls, and takes a few hours tops to solve. Customer churn declined by 80%.
Shinrinder Premium Member over 2 years ago
She IS smarter than he is.
Vet Premium Member over 2 years ago
We had specialists in time management come to evaluate our work processes. The idea was to increase efficiency by managing our customer processing time. Then they came in with extraordinary customer service plans which messed with the time management by wanting more time visiting with the customer. I favor the idea of just getting it done right the first time.
julie.mason1 Premium Member over 2 years ago
“Ti i i ime is on my side…”
Janet Gamble Premium Member over 2 years ago
Add a large count down clock, and his idea is more brilliant!
princessfiona64055 over 2 years ago
This is the perfect summation of the Millenials and Gen Z-ers. They have no social skills. Simple conversational niceties are beyond them. One good thing to come out of Covid: free grocery pick up. I got really tired of going through their lines, saying “Hello” and getting nothing more than a dead-eyed stare back. Thank God I’m old!
duffer37 over 2 years ago
My company had a huge problem with customer churn, so they spent hundreds of thousands of dollars analyzing the issues. Turned out that averaging 7 emails, 8 phone calls, 4 people, and 4 days per customer complaint was not keeping the customers happy. Whodathunkit? They reorganized customer service into pods of 5 people, each from different departments with all the responsibilities necessary to solve the customer issues. Now a customer complaint involves 2-3 emails, 0-1 phone calls, and takes a few hours tops to solve. Customer churn declined by 80%.