Many customer service plans used by companies rely on expected tactics in order to field inquiries from consumers. Obviously, there are extreme benefits to the plain old telephone service, as well as many fundamental approaches to basic support. When done right, these can be all that is needed. But sometimes it best behooves businesses to use their existing facilities to try some new approaches. It's dangerously limiting to think that there are only a few possible options when it comes to responding to customer calls, and even the best and highest-rated services can always be looking for new ways to engage users and work toward solving problems.
By way of example, one can look at a recent announcement from Apple that it will be incorporating a new approach into its in-store customer service routine. You may recall that this blog recently mentioned Apple's high rate of user satisfaction: on the retail level, it has been one of the company's chief areas of focus. It will be using a new group-based method of "table selling," which reportedly works by splitting up employees and assigning them to individual tables, each for a different type of product. Whether or not it proves to be a strategy the company sticks with, it represents an ability to diversify that others could potentially adapt into their own support styles.
The strongest modes of communication with customers are those that reflect flexible, human qualities like adaptation and compassion. If competitors see a business achieve success through the use of a change in style, it could impact their own approaches and inspire positive industry trends. Companies have the potential to see encouraging responses if they keep an open mind with their systems, whether they adopt online services or basic answering centers.