Customer Service Training TIps

Are you Hiding Behind your Website?

When researching or shopping online, you’ve probably noticed that some companies regard their website customers who have questions, as being pests. Perhaps you’ve phoned a “customer-support” person, who attempts to send you back to their website. Of course the reason you’re phoning is because the information on their website wasn’t useful. Then there are the sites that don’t provide their email addresses. Instead, customers are forced to fill-in those irritating forms/fields just to ask a quick question. While the fill-in forms may prevent some spam, they waste the time of all legitimate customers. The irony is online customers are also the people who are the most cyber-savvy and able to trash the offending company via social media. I believe we’ve reached a turning point in customer service where companies who continue to hide behind their websites will be taking a costly hit to their online brand.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


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