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Signs of Life

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  • Signs of Life

    ** This thread discusses the article: Signs of Life **
    ** This thread discusses the Content article: Signs of Life **
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  • #2
    Signs of Life

    ** This thread discusses the article: Signs of Life **
    In the 70's Toeffler predicted that "quality will be the main ingredient of the successful company"... so much for predictions, we are still waiting. The great discovery of our age is that a company's quality (products and service) becomes an issue only if it's much worse then the competition. The quality therefore can decrease gradually withtout any problems for a company, then the competition realizes they can get away with less and the cycle continues. We are so far now down this slope that it starts to hurt. If companies wanted to save money on customer service they have a simple way: 1) investigate the cause of the calls: is the product defective, too hard to use, etc 2) fix the problem: improve the product, improve the manuals or instructions. Oh, that requires a genuine interest in customer satifaction and a little brain-power! In that case the IVR is the best route!

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