Companies should realize that customer service involves everyone in the business. Everyone from the front desk receptionist to the company CEO has the potential to affect your company’s bottom line by demonstrating poor customer service skills. In my research on customer service, I recall some statistics that suggested that your company is roughly 87% people skills and only 13% product. Based on these statistics, businesses should be bending over backwards to ensure that all of their people get as much training as possible in learning how to effectively communicate with other employees and definitely with its customers and clients. Outsourcing customer service is the wave of most companies now and I think it is one of the downfalls of this age of technology. I don’t personally object to outsourcing, but if a company does it, at least understand that there is a communication gap and culture difference that they must seriously address to maintain a certain level of customer service satisfaction.
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