It can be difficult to fight against widely held gut feelings, and one that might be uncomfortably persistent is the notion that companies don't care about responding to their customers. A business of any size can be plagued by this idea, but it can be fought against by developing a customer service philosophy that challenges expectations. This can start with the plain old telephone answering service, a staple of the industry.
Writing for OPEN Forum, Barry Moltz describes the nostalgia some have for "good old days" gone by. But automation hasn't ruined everything, contrary to what some might think, and Moltz points out a number of very simple ways that a modern company can be the subject of positive comparisons to the ways customer service was done in earlier times. In fact, in some ways traditional methods can be combined with newer ones.
For example, companies can increase personal connection by encouraging operators to address callers by name. At the same time, an emphasis can be put on customization of whatever product or service is offered, as this is a relatively newer concept. Online customer services can also utilize their unique level of intimacy and quick access to other online information to help make an interaction more efficient.
People can have distorted views of the past, and while it's helpful to learn from predecessors, customers can also come to realize the benefits specific to the time in which we live. Businesses can start working now to provide the kind of attention to detail that will create strong, positive memories in the future.