Customer Service Metrics Can Do More Harm than Good
By John Aberle | customer service , heart-centered , Sales and Marketing , Soft Sell
Rating customer satisfaction 1 – 5 can mislead you into false security.
Cable Internet Installation Leads to Distrust of Customer Service Metrics
After our recent switch from DSL to cable service for Internet, I feel a kinship with Charles H. Green’s comments in “Killing Trust with Measurements and Rewards,” in Trust-Based Selling. Green describes how the pharmaceutical industry has been increasing sales representatives while their effectiveness keeps dropping.
Among the problems they have is that as their sales force gets younger and younger, the expertise of their representatives declines. Doctors are seeing these representatives as “pill pushers” rather than as knowledgeable advisors and consultants. Why should they bother wasting precious time they could spend with patients to see salespeople who only care about their own metrics, i.e. how many scripts are written for their products. This is definitely a hard sell approach to sales.