3 ms·

How is the goal of customer service to avoid helping customers? If specifically you mean crediting their accounts or cancelling services or replacing devices un

How is the goal of customer service to avoid helping customers? If specifically you mean crediting their accounts or cancelling services or replacing devices under warranty, perhaps in some cases an argument can be made. Otherwise the goal is to resolve issues as quickly as possible presuming the company isn't absolute garbage.

littlestymaar 3y ago
> Otherwise the goal is to resolve issues as quickly as possible presuming the company isn't absolute garbage. That's the key assumption here…
droopyEyelids 3y ago
The op was too glib but you’re still not assembling all the goals a company has for cs. Yes, resolve issues as quickly as possible. Also avoid incurring any additional expense (which can mean having the cuatomer give up on their issue). Also maintaining NPS. These goals conflict and management can choose to prioritize either at any point.
berkes 3y ago
> to resolve issues as quickly That's only a target if it increases the bottom-line (or some column in some excel sheet). No investor-held company will ever (be able to) choose to decrease a bottom line.
- juliangoldsmith 3y ago
  Providing good customer service improves the bottom line in the long run. Management that is unwilling to do that is either focused only on short-term gains or is totally incompetent. Resolving issues quickly also reduces the amount of money the company needs to spend on support.
  - LunaSea 3y ago
    Is you refuse chargebacks and the revenue loss from doing the chargeback and / or your cut of the reversed transaction is, as a sum, lower than the chance that a user leaves your service, then it is better for the bottom line not to allow it.
    - juliangoldsmith 3y ago
      That type of "churn and burn" doesn't work long-term. Acquiring new customers has a cost, and that cost will increase the more customers you've burned. The more customers you burn, the more likely it is that potential customers will have heard something negative about your service.

littlestymaar 3y ago

> Otherwise the goal is to resolve issues as quickly as possible presuming the company isn't absolute garbage. That's the key assumption here…

droopyEyelids 3y ago

The op was too glib but you’re still not assembling all the goals a company has for cs. Yes, resolve issues as quickly as possible. Also avoid incurring any additional expense (which can mean having the cuatomer give up on their issue). Also maintaining NPS. These goals conflict and management can choose to prioritize either at any point.

berkes 3y ago

> to resolve issues as quickly That's only a target if it increases the bottom-line (or some column in some excel sheet). No investor-held company will ever (be able to) choose to decrease a bottom line.

juliangoldsmith 3y ago
Providing good customer service improves the bottom line in the long run. Management that is unwilling to do that is either focused only on short-term gains or is totally incompetent. Resolving issues quickly also reduces the amount of money the company needs to spend on support.
- LunaSea 3y ago
  Is you refuse chargebacks and the revenue loss from doing the chargeback and / or your cut of the reversed transaction is, as a sum, lower than the chance that a user leaves your service, then it is better for the bottom line not to allow it.
  - juliangoldsmith 3y ago
    That type of "churn and burn" doesn't work long-term. Acquiring new customers has a cost, and that cost will increase the more customers you've burned. The more customers you burn, the more likely it is that potential customers will have heard something negative about your service.