Comments on: Customer Service = Insurance? http://blog.getsatisfaction.com/2008/01/22/customer-service-insurance/ The Get Satisfaction blog Wed, 07 Jan 2009 02:31:25 +0000 http://wordpress.org/?v=2.6.1 By: Eric Suesz http://blog.getsatisfaction.com/2008/01/22/customer-service-insurance/#comment-1398 Eric Suesz Wed, 23 Jan 2008 06:35:40 +0000 http://blog.getsatisfaction.com/2008/01/22/customer-service-insurance/#comment-1398 Yes, you are right! It should be that way. I guess I sometimes let my cynicism get the best of me and *feel* like it's hard to disagree with the sentiment based on the way too many companies seem to treat CS. Thanks for pushing me back toward a more positive frame of mind! And, interesting point about customers stepping up in an emergency. I like that thought. E Yes, you are right! It should be that way. I guess I sometimes let my cynicism get the best of me and *feel* like it’s hard to disagree with the sentiment based on the way too many companies seem to treat CS.

Thanks for pushing me back toward a more positive frame of mind!

And, interesting point about customers stepping up in an emergency. I like that thought.

E

]]> By: Chris Baum http://blog.getsatisfaction.com/2008/01/22/customer-service-insurance/#comment-1397 Chris Baum Wed, 23 Jan 2008 06:17:59 +0000 http://blog.getsatisfaction.com/2008/01/22/customer-service-insurance/#comment-1397 I disagree! Almost all companies use the CS as insurance, but that's precisely the wrong way to think about it! CS should provide insurance in times of need, but should be staffed to be the company's deep connection into the customer base. Shouln't these relationships run so deep that customers provide additional capacity in the instance of the inevitable emergency? Oh, wait. Isn't that why we're getting satisfied right here?! ;) I disagree!

Almost all companies use the CS as insurance, but that’s precisely the wrong way to think about it!

CS should provide insurance in times of need, but should be staffed to be the company’s deep connection into the customer base. Shouln’t these relationships run so deep that customers provide additional capacity in the instance of the inevitable emergency?

Oh, wait. Isn’t that why we’re getting satisfied right here?! ;)

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