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Microcap & Penny Stocks : TIGI : Building Innovative Marketing Relationships
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To: ztect who wrote (82)1/30/2000 2:48:00 PM
From: Tom  Read Replies (1) of 177
 
Customer service is a huge issue, particularly in e-business. Brick and mortar establishments have that "customer service" clerk, and this makes people feel better, regardless of the actual results of confronting said clerk.

TSIG must be able to train and RETAIN quality employees who will do a good job on the phone. It is one thing to hire high-level mgt with option plans, but it is another thing to pay a clerk who will actually interface MORE with the public than the bigshots. The "grunts" run the show, folks.

I use to work for a company with an extremely busy phone center. Phone centers are very stressful work environments. There is constant pressure to provide quick, courteous, and accurate customer service. It is a "burn-out" job. Repetitive trauma (carpal tunnel, neck, back, psyche) injuries are common. As volume increases, the clerks must deal with more and more "problems". How they deal with these problems is EXTREMELY IMPORTANT.

The issue of monitoring the phone reps for customer service becomes an issue. As a result, the employees feel that they are being closely watched. This is a very tricky business, and anyone who thinks otherwise is not familiar with the work. I hope that TSIG is aware of the challenges that they will be facing. It will be key to their success.

Tom
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