Monthly Archives: October 2011

It seems a mystery to all in the consumer world: how companies can spend a fortune developing a product or providing a service, build a team of people to manage and run the company, market their products/services extensively to reach customers and build a loyal following. Yet the moment customers have an issue with their products or services; they tear down all that they have built so meticulously by offering sub-par customer support. This self-immolating behaviour of companies has led to numerous consumers exclaiming. “What are these companies thinking; don’t they want us to be repeat customers and recommend them to our friends and family?” It is no urban legend; poor customer support is everywhere these days, and consumers are no longer as disempowered as they used to be. It is for this very reason that the issue of good customer service, and in particular, how the help desk fits into that equation, should be addressed with the urgency and diligence it deserves.