Latest / Podcasts By Donna Jodhan / Remarkable World Commentary Episode #79: Customer Care or Company Revenue

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Remarkable World Commentary Episode #79: Customer Care or Company Revenue · Podcasts By Donna Jodhan

• 0:13
  Podcast Commentator: Donna J. Jodhan LLB, ACSP and MBA, invites you to listen to her biweekly
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  podcast, Remarkable World Commentary.
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  Here, Donna shares some of her innermost thoughts,
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  insights, perspectives, and more with her listeners.
• 0:31
  Donna focuses on topics that directly affect the future of kids,
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  especially kids with disabilities.
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  Donna is a blind advocate, author, site loss coach,
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  dinner mystery producer, writer, entrepreneur,
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  law graduate, and podcast commentator.
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  She has decades of lived experiences, knowledge,
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  skills, and expertise in access, technology and information.
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  As someone who has been internationally recognized for her work and roles,
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  she just wants to make things better than possible.
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  Donna J. Jodhan, LLB, ACSP, MBA: Hello, I'm Donna Jodhan and welcome to my March podcast where I talk about
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  customer care versus company revenue.
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  You know, this is a topic that is near and dear to my heart.
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  And I say this because so many times I have interesting conversations with customer
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  agents on the phone and we talk about, you know,
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  customer care versus company revenue.
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  All right, how does a company find a meaningful balance?
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  Between customer care and company revenue?
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  Again, customer care and company revenue.
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  All right. How do they find a meaningful balance?
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  To provide adequate customer care while at the same time they want to maintain
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  and expand their revenue.
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  What are the benefits to both?
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  Well, let's let me look at this a little bit in depth.
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  Customer care is really important to those of us on the other side of the fence.
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  When an agent takes the time and effort to offer great customer care,
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  great concern, the ability to go beyond and above the call of duty.
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  But then again, they have to be concerned when their company says,
• 3:00
  you've only got a few minutes to spend on each customer.
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  How can a customer agent provide adequate customer care when their company is breathing
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  down their necks, saying, you must not exceed a certain number of
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  minutes when dealing with a customer?
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  What happens then if the number of minutes expires and the customer is still wanting
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  more help. What should a customer agent do?
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  I really don't know. I wonder if anybody knows.
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  Is there a balance? Is there really a balance?
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  Customer care versus company revenue.
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  I'd like to know. Okay.
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  This is it for me for this week.
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  Thank you very much to everyone.
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  And if you have any questions, write to me at Donna Jodhan at gmail.com.
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  That's D o n n a j o d h a n at gmail.com.
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  Take care now.
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  Podcast Commentator: Donna wants to hear from you and invites you to write to her at Donna Jodhan at gmail.com.
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  Until next time.