With coming age of the customer only our customers decide how customer-centric our companies are. Today more and more attention is paid to customer service quality. According to Accenture Global Consumer Pulse Survey in 2013 66% of users globally switched to competitors due to poor customer service. In this article I highlighted the most important challenges which customer service faces today. As Peter Drucker said: “Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” So what do we need to achieve to make our customer service better?
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