At Casengo, we spend a lot of our time talking about customer service. How to make it more fun.Or to take it to the next level. It’s our business, after all. But there’s another reason: just like everyone else, we’re customers too. And frankly we are damn tired of getting bad service!
It is so frustrating when you can see exactly how a customer service representative could have handled a situation, but didn't. How he could have responded quickly and left you with a good feeling about the company, but didn't.And while it would be easy to blame the service staff for the issue, sometimes they don’t have much choice if they want to keep their jobs. They have orders. And those orders usually come from their direct managers, who in turn follow the orders of a hot shot, like a Chief Marketing Officer (CMO).
So here’s an open letter to all CMOs who should know better.