Customer service critical in the downturn: Microsoft

02.06.2009
Customer service has never been a more important differentiator for enterprises than it is now in the economic downturn, according to software giant Microsoft.

The financial crisis provides a key opportunity for enterprises to regroup and re-prioritise their focus on customer service, which remains even more an essential focus, due to the state of the economy.

Despite the economic downturn, customer expectations remain high.

Research by COPC (Customer Operations Performance Center) Asia Pacific, an authority on operations management and performance improvement, found that 52 per cent of end-users expect better service now than they did five years ago.

Fifty-nine per cent of end-users have switched providers due to poor customer satisfaction.