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.