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Top : Cost of Customer Service: Few people talk about the cost of providing top notch customer service, while many talk about the cost of poor customer service. In this section, we'll deal with both.
Articles:
Can Customer Adoption of Self-Service Increase Service Cost? - Arie Goldshlager's posterous - by Arie GoldshlagerThis 2009 Study by Harvard's Dennis Campbell and Frances Frei reached a surprising conclusion on the impact of customer adoption of self-service on service cost: (Added: 11-Feb-2012 Hits: 100 )
The cost of customer service for fast food chains | Support Spy - by na
It appears that other fast food/coffee shops have taken notice of the Starbucks model. For years Starbucks has invited its customers to spend more time in its locations with comfortable seating, pleasant decor, free WiFi and a sense of comfort. The consensus is that the food and beverages at Starbucks are not cheap. Is the cost of good customer service that much more, or is it instead the quality of Starbucks products? Should we be concerned that the other players will raise the cost of their food to offset the cost of loitering and freebies, or will customers really spend more?It appears that other fast food/coffee shops have taken notice of the Starbucks model. For years Starbucks has invited its customers to spend more time in its locations with comfortable seating, pleasant decor, free WiFi and a sense of comfort. The consensus is that the food and beverages at Starbucks are not cheap. Is the cost of good customer service that much more, or is it instead the quality of Starbucks products? Should we be concerned that the other players will raise the cost of their food to offset the cost of loitering and freebies, or will customers really spend more? (Added: 11-Feb-2012 Hits: 107 )
Slashing Customer Service Costs - by Forbes
Brief article on how companies are reducing customer service costs through crowdsourcing, but it often doesn't work for many businesses. (Added: 11-Feb-2012 Hits: 99 )
Customer Service, But at What Cost? - by na
These are just a few of the things you need to consider when creating your service policies. When you start brainstorming, you will no doubt find many more. Your service policies and your remedies for service issues are something you need to build into your business plan and budget. This is the cost of doing business these days. The better prepared you are for service hiccups, the better you will handle them. And the better you handle them, the better your business will be perceived, and most importantly, the better your customers will be served. (Added: 11-Feb-2012 Hits: 130 )
The True Cost of Customer Service: Examples | Excellence in Customer Service - by na
In our last article, we discussed the true cost of great customer service, how it can be hidden within a business and is often the target for cuts and reductions, thus killing the goose that lays the golden egg. So businesses must know which costs are effective and which are not with the overriding goal of delivering this service that is so good that people want to pay you for it. Here are some examples from work we've done.In our last article, we discussed the true cost of great customer service, how it can be hidden within a business and is often the target for cuts and reductions, thus killing the goose that lays the golden egg. So businesses must know which costs are effective and which are not with the overriding goal of delivering this service that is so good that people want to pay you for it. Here are some examples from work we've done. (Added: 11-Feb-2012 Hits: 98 )
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