As the wind of economic cycles blows hard, some organizations try to save money by cutting on customer service quality. I’m convinced that this is exactly the wrong thing to do during a crisis.
In difficult economic times, customers expect that companies show courage and leadership in order to gain their trust. Therefore good planning and a personalized customer service are required. Moreover, I think there are a few reasons why it is so important to offer excellent customer service during a crisis. Firstly, customers want to be sure they get maximum value for the money they spend. Secondly, I think customers spend less time walking around and more time carefully choosing every purchase. By offering great service customers will be positive about this company, which boosts the company’s image.
As we know, customers are the core of every business, and as such, should be the top priority. That is why it is essential for companies to strive for continuous customer service improvement, especially in challenging times. It is even so important that it could be the difference between companies that survive and those that fail.
http://www.crm2day.com/content/t6_librarynews_1.php?id=50173Florian Tack
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