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services, and otherwise interact with the SP with as little hassle as possible.
Under this banner, there is the customer-pleasing aspect of self-service. Many customers opt not to be bothered by dealing with SPs any more than they absolutely have to, and want to be able to pay bills, add and remove services, add and remove users, and perform other activities on their own. Take eTicket kiosks. They have helped to bust lines
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What good is cost savings if customers abandon ship in favor of a more customer friendly option? |
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Sometimes, however, there simply is no easy substitute for personal service. Do what makes sense. Analyze costs. Make cuts. Ultimately, however, keep in mind that a local, live voice is the ultimate in customer service for many. Abandoned calls and long |
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and increase efficiency at airports and other ticketed venues around the world, and now companies like CSG are putting in kiosks for telco and cable at payment centers around the country. The kiosks function much like those in the airports, and serve to bust lines and create a way for customers who insist on coming into payment centers (of which there are a surprising many, considering all of the other options available) a way to pay with cash, credit, or check onsite, and receive immediate payment confirmation. |
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wait times do nothing to reduce churn. Having to constantly repeat information frustrates customers. What good is cost savings if customers abandon ship in favor of a more customer friendly option?
There are many aspects to customer satisfaction, and it's not a simple formula for success. However, if QoS, customization and prioritization, and access are handled with care and diligence, customers have no choice but to be pleased.
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