Quote:
Originally Posted by issybird
Yes! And I don't think they're costing it at all accurately. Sometimes when I'm engaged in prolonged explanations and negotiations with CS, including being put on hold so they can confer, I think to myself, "How much are they paying this person?" My guess is that it would be cheaper in the long run if CS could just fix it upfront and quickly and it would certainly result in a happier customer.
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It is, and it does. That's why smart companies do it. And why they pay their customer service employees well, and refrain from treating them like disposable units.
But that also works in reverse. The moment the cost of keeping you happy exceeds the profit we've made on your purchases, we start to remind each other that there's no need to go overboard with generosity just because the customer's upset...
