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customer service

Recently, a frustrated customer decided to cancel his association with Comcast and dialed the customer care number. But nothing could have prepared him for what happened next. He was placed on hold and forced to wait for nearly three-and-a-half hours. After enduring such a lengthy wait, the customer finally decided to hang up and try his luck once again, only to find that the service center had shut its shutters for the day. At about…

For a long, customer support teams have relied on customer satisfaction (CSAT) scores for tracking the effectiveness of the service delivered. But is it enough? Has it helped customer services leaders to effectively identify the areas of improvement? The answer is a clear no, as per a recent report. This is because the CSAT metric which we are using extensively today, has a few inherent flaws: Firstly, when you reach a saturation point i.e., after…