Customer Service needs a better name
I've been doing a lot of customer service lately... well, that's not quite right. The amount of time spent on customer service has been going up steadily day by day. When we launched the new site about a month and a half ago, there were no requests for help for a while. It was a mysterious, magical time when folks just found out about JobThread, signed up and started using it.
Now, I guess as the user base grows, people occasionally wonder why something doesn't work or why it doesn't work better or why we don't have a certain something or... well, basically our users ask and we try to answer and make things better. This is all fairly normal stuff in a product cycle, but for some reason it came to me that I should stand up and preach to the choir. Maybe that's not the right metaphor...
In a way customer service is like HR. Both are critical functions that really drive a business: one is a bit like the senses and the other is a bit like the heart or the brain matter. But both suffer from really bad PR -- generally speaking, both groups are pretty much looked down upon or ignored or given minimal resources, etc.
Anyway, it came to me that customer service needs a new name, a better name. Probably HR, too. If anyone has a suggestion, please send it in. Otherwise, we'll be left to our own devices.
Propaganda that's what we need. hmm. ok.
In a way customer service is like HR. Both are critical functions that really drive a business: one is a bit like the senses and the other is a bit like the heart or the brain matter. But both suffer from really bad PR -- generally speaking, both groups are pretty much looked down upon or ignored or given minimal resources, etc.
Anyway, it came to me that customer service needs a new name, a better name. Probably HR, too. If anyone has a suggestion, please send it in. Otherwise, we'll be left to our own devices.
Propaganda that's what we need. hmm. ok.
0 Comments:
Post a Comment
<< Home