KEY FACTS - Getting the balance right

Key Fact: Organisations and customers often have different expectations – the challenge for customer service advisers is getting the balance right between the two, so that both organisational needs and customer needs are satisfied.

• Doing what seems right for the organisation in the short-term doesn’t always bring customer satisfaction and loyalty in the long-term. As well as meeting short-term needs, outcomes and objectives need to be set with a long-term view in mind.
• Focusing on saving time and money, and using traditional call centre targets such as call handling time often results in customer issues not being explored in enough depth, issues not being resolved at first contact, or follow up not happening, which are all major sources of customer complaints.
• Outcomes and objectives for customer service interactions should have a win-win focus, so both the customer and the organisation have their expectations met or even exceeded.

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