Over the past few years, I’ve noticed a sharp decline in customer service standards. Long wait times, poor communication, and a lack of genuine care—these issues seem more common than ever.
As someone passionate about customer experience, I can’t help but ask: Why has this happened? Is it cost-cutting? Over-reliance on automation? A shift in workplace culture?
We all know that customer retention is far more cost-effective than acquisition, yet many businesses seem to be pushing customers away. A well-trained, motivated team can turn interactions into revenue-generating opportunities—so why aren’t more companies investing in this?
I’d love to hear from others in the industry. What are your thoughts? Have you seen a decline in service quality? More importantly, how can we fix it?
#CustomerExperience #CustomerRetention #DublinProfessionals #CX #BusinessGrowth
Hi, I’m Caroline McGovern, a seasoned Telecoms Professional with over 20 years of senior operational management experience, specializing in sales, service, and customer retention. Throughout my…
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