I just read an interesting article on a great site run by Bruce Temkin. His piece is titled Five Wishes for Customer Service in 2010. The five wishes are:
1 – Forget about average handle times.
2 – Learn from every interaction.
3 – Recover quickly and be proactive.
4 – Make customer service a product attribute.
5 – Engage reps in customer experience transformation.
OK so strictly speaking wish three is two wishes but hey, I’m all for the occasional Wish Once Get One Free. I particularly like number 2, and number 5. I encourage you to read the full lowdown at Bruce’s, it won’t take long and I think you will find it useful.