Saturday, March 1, 2008

GetHuman in the news

The GetHuman standard for call center customer service were covered in a recent BusinessWeek story. The gist of the story was that the GetHuman "movement" has lost steam, and gave some reasons why.

There's no doubt that customer service should be a top priority for companies, and that automated phone attendants are a frequent source of poor service. The GetHuman standard falls short because a company's call center needs to commit to a far higher level of service than is embodied by the standards. Companies that are committed to good service don't need the GetHuman standards; they have managers in charge who understand where the company needs to be and the amount work it will take to get it there. Companies whose call center managers think they can offer quality service by following a checklist are lost in the woods, and won't find their way out without some serious help.

I think standards and guidelines have their place in promoting good design practice if followed properly; I've said so before. I give GetHuman a lot of credit for raising the issue of poor customer phone service. However, standards can only take one so far; delivering great service is a matter of a company's planning, desire, and execution.

1 comment:

Asta said...

Keep up the good work.