So...I wonder what would happen if someone started a customer service company that really did want to and try to deliver customer service?
Here's what I think (but I may be delusional): 1. They would have to be an independent company that other companies could outsource the work to. But unlike now*, the CS reps would have to be totally knowledgeable about the product. The CS company would therefore want to specialize at first, and then have separate branches for different areas of expertise.
- referring to outsourced call centers
2. They would have to focus on employee satisfaction, and on getting an retaining motivated, competent people who are okay with sitting at a phone or computer talking to jackholes all day.
1 + 2 =
3. They would have to have a huge amount of initial capital.
4. They would attract the good CS reps from the suck companies, so they'd be competitive really fast. Their business would grow really fast, and they'd be able to charge the companies using them a lot.
5. They'd need to continuously fold a lot of that money back into training and employee morale, so profits wouldn't be tremendous (at first).
6. Once the jackholes starting having positive CS experiences, a lot of them would quit being jackholes. Some of them wouldn't, but a strong, profitable company could turn those people away. "I'm sorry, sir, but our reps' time and expertise are too valuable to allow them to be subjected to that kind of abuse." (hang up) (block Caller ID for 24 hours).
....
Sorry. I've been telling people how to run their lives all morning. It's kind of hard to stop.
and I confess that if I ever had kids they'd likely get called things like India or Serendipity or Shazam.
One of Mal's friends is named India. It's a lovely name. Of course, their family cat is named China, so sometimes it gets confusing.
I wanted to name a daughter Avalon or Nairobi, but was overruled on both.