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Information for the company's clients

It is possible to achieve high quality service (from the point of view of the organization), brought to automatism (and automated), but not to notice the specific client. In this case, the priority will be service standards, not the client's impressions and loyalty. The main thing is accuracy, speed, productivity, repeatability. In practice, these are the characteristics of a conveyor. The question of whether the client will return tomorrow, whether his problems have been solved, whether he is satisfied with the service, remains behind the scenes of the "quality service" process.

An example of this situation can be large companies that strive for highly productive processes, including customer service. And if yesterday this was their advantage, today, in connection with the growth of consumer demands for individual service, it is rather a competitive weakness.

As a result of such customer service, the client is forced to listen to the voice of the autoinformer: "Thank you for calling our company, all operators are busy now, you will definitely be answered in the order of the queue." Again, everyone in the queue! Isn't it true that motivation arises (to hang up), satisfaction - no.