Governments As Well As Corporations
No matter what the status of a certain organization, the desire to appease a base of those looking to make use of them is universal, and it's something that anyone can aspire to. Take a recent letter to the editor featured in the Washington Post. In it, Noah Weinberger praises the skills of the Department of Veteran Affairs (VA) in response to an opinion piece criticizing the organization.
"Over the years, I have dealt with many agencies, both private and public, and all of them could use the VA as an example of good customer service," Weinberger said. "Whether a claim is submitted on paper or electronically doesn't negate the need for human beings to review the information and to make decisions."
This same sentiment can be applied to any number of services in virtually any sector, and no matter what means groups use to address this issue, it's important to remember how significant this will be to the customer.
Means of Responding
Say a big software company uses a live answering service for its tech support: they can advise those taking calls to read up on specific procedures so they don't have to forward callers around in an endless circle. They can also train them to react to the specific things each customer has to say and enforce an improvisational nature, getting them away from just reading an FAQ and providing meaningful assistance.
Another example: a medical call center can keep its employees informed on protocol, and provide clear instructions to relay in circumstances in which doctors are unavailable.
The Ultimate Goal
Nobody gains anything when a caller hangs up in frustration, and even though it's impossible to please everyone, outward-facing groups have their own constituents to face and their own reasons for making sure they enjoy their experience.