Providing good customer service is the subject under discussion in an article by Dave Dougherty and Ajay Murthy in Harvard Business Review.
Research carried out by Dougherty and Murthy shows that customers have two key concerns when they contact a company for service:
- Does the frontline employee have the necessary knowledge?
- Can the problem be resolved on the first call?
However, those factors are rarely uppermost in the minds of customer-service managers.