22 July 2019

Does Your Customer Service Stop When You Get Busy?

Lousy service becomes the norm when a business gets busy. Does your customer service stop, when you’re under the pump? 

We all get busy from time to time. The telephone rings non-stop, there is smoke coming out of the fax machine and the customers are charging through the door, all on the day that someone is off sick.

It’s great to be this busy, but it’s also a time when customer service can really suffer. There can be longer than normal delays; tempers can become strained, you can run out of products, the rubbish bins overflow, and so on. As consumers, we understand and accept that when a business is busier than usual, the level of customer service tends to suffer.

However, the real problem with businesses that face fluctuating numbers of customers is that the entire focus of the business revolves around the busy times, not the quieter, more normal times, so the entire level of customer service drops.

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