Why does customer service slip so badly in tough times?
In tough economic times it’s very tempting to deliberately cut costs. The secret is to ensure that those cuts do not negatively impact your clients. An often bigger issue in tough times is that staff get de-motivated and incapable of delivering the service that they did in the past. Put these two factors together and you end up with the type of bad service scenarios that many of us experience. The net result is often lost customers through poor customer service and lack of attention to detail.
No one wants to be around de-motivated people. The challenge for business is not to nit pick the details of customer service but to ensure that their staff are highly motivated to get things right. That will ensure that customers do not have to complain and they might just recommend them to their friends and stay as customers.