Competing On Service
August 3, 2009 by Ed McLaughlin
A lot of companies claim that they’re in the service business. But are they? Not really – if they were, we wouldn’t hear things like:
“Due to heavy call volume…”
“I’m sorry, but that’s our policy.”
“I’m just doing my job.”
Of course, what they actually mean is:
“Due to budget constraints, we have less people available to help you.”
“I don’t know why we do it this way. We just do.”
“I don’t care.”
If your company claims to compete on service, then by all means, please do so. But talking about it and doing it are two completely different things
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Tagged: business, customer service, marketing
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