A blueprint for customer service excellence
The B2B Research Blog
SEPTEMBER 27, 2013
After all, when it’s boiled down, customer service is simply a human interaction. Relationships matter in B2B. But for many B2B businesses it’s simply not commercially viable to individually account manage each customer. This means that when issues arise, customers need to be directed to ‘mass service’ channels – usually a contact centre. I’ve recently spent a lot of time with Vodafone exploring what great customer service looks like.