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Chapter 2. The Challenges of Customer Se... > Barriers to Excellent Customer Servi...

Barriers to Excellent Customer Service

Numerous obstacles stand in the way of the delivery of excellent customer service. Some of the common barriers include management philosophy; making it difficult for customers with a problem to contact a company or the person who can really help; unreliable equipment; restrictive company policies; difficult-to-understand warranties or owner's manuals; out-of-date procedures; or a lack of understanding of the value of service. These barriers are, in most cases, beyond the control of the customer service provider and, unfortunately, a common part of doing the job.

Some barriers to excellent customer service are within the control of the customer service provider. These challenges can be overcome through diligent effort, allowing the customer service provider to do the best possible job. Some of the most common barriers to excellent customer service are:


  

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