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I have always wondered why so many companies bill
themselves as "customer service leaders" yet in
practice fall down on the job so completely that they
become the brunt of water cooler jokes. Many
studies, including ones recently conducted by Aspect
called "The Aspect Contact Center Satisfaction"
indices for North America and Europe, indicate that
there is a strong disconnect between the quality of
customer service organizations think they are
providing, and the actual level of customer service
they provide, as judged by real customers.
It's a phenomenon that can be likened to the fact
that many dieters, when asked to estimate their
total caloric intake for the day, often underestimate
the amount by staggering amounts. Intention ("I
would like to eat less calories today") does not by
definition lead to results ("A turkey sandwich has
how many calories? You're kidding!")
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"Wisdom is the integration of thought and analysis
based on accumulated experience." (Elkhonon
Goldberg, The Wisdom Paradox)
Some years ago, the CEO of a third-generation
manufacturing company asked that I conduct an
evaluation of his credit operation. The company was
expanding into Europe, and with the expansion came
greater demands on the ability to extend credit and
cash flow.
Following breakfast at my hotel, the CEO and I drove
out to the factory and administrative offices. On the
drive out, the CEO continued the story he’d started
over breakfast. His grandfather and father had built
the business, and now he and his brother, who was
the vice president of sales, were trying to take the
company to the next level in growth.
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CallCenterCafe.com
email:
staff@callcentercafe.com
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