Both customer service and customer experience are talked about often, but what is customer service experience?
Chris Zane, founder and CEO of Zane’s Cycles, said that “customer service starts when the customer experience fails.” How right he is! If you want to stop people from calling customer service, make the customer experience perfect. Of course, that’s not realistic.
When customers do call, a critical moment presents itself. We have the opportunity to convert someone who is upset with us (because we delivered a subpar experience or missed their expectations) into a happy customer for life… READ MORE