People look at service from so many directions. Companies are trying all kinds of ways to get people’s attention and to keep them coming back. Client service staff genuinely want to serve clients and often spend hours upon hours of working through client requests in the hope of bringing them back again and again. If all else fails, they tell the client, they will act on behalf of the client.
Today, the culture needs to change. It is time to really look hard at the service process and find ways to make it simpler and reduce the amount of manual work. Amazon started out very manual in the 1990’s but it is quickly becoming more and more efficient through the implementation of technology, distribution warehouses and cleaner web pages and app processes.