Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XX, Issue 2

Date: February 1, 2009 - Economy Downturn: An Opportunity?

Tom Peters is mostly associated with managing during bad economic times.  On his site ( he recently wrote:

"Instant, mindless cutting of R&D or training or salesforce travel in the face of a downturn is often counterproductive--or, rather, downright stupid.  Tough times are in fact golden opportunities to get the drop, and the long term drop at that, on those who respond to bad news by panicky across-the-board slash and burn tactics and moves that de-motivate and alienate the workforce at exactly the wrong moment."

My emphasis is on the words "training," "golden opportunity," and phrase “moves that de-motivate and alienate the workforce.”

According to another survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies that are willing to significantly improve customer service, as this enables you to stand out among your competition.

By providing world class customer service, and listening to you’re your customer needs and wants, you are more able to satisfy your customer’s needs. This allows you to not only retain the loyalty of existing customers, but through positive word-of-mouth, procure new ones without massive spending on marketing and advertising.  

Customer service is vital since this same survey results showed that in the online market in particular, 4 out of 10 people halted all business with a company after just one instance of poor customer service.


2009 Human Technologies Global, Inc. All rights reserved.

Click here to go to the newsletters archives