Would you charge for customer service? Would you be brave enough to charge your customers for customer service? Recently EE Mobile in the UK offered customers calling their help line an opportunity to jump the queue if they paid £0.50 for the privilege. The reaction of some customers is predictably one of anger. They already pay for a service and when they have an issue they expect to get good customer service and for all calls to dealt with equally.
However, in an industry where getting to speak to somebody who can actually help you, normally means negotiating a string of menu options and then a long wait on hold ( my record is 55 minutes on hold ) maybe this is not a bad idea. The concept is not really new, budget airlines have been charging priority boarding charges, for years and some people are willing to pay more in order to be given preferential treatment.
Exceptional Customer Service
It certainly has not had an impact on Ryanair. As pressure continues on suppliers to reduce prices maybe this is something we are going to see more of in the future. It will be very interesting to see if EE lose customers because of this although they may poach customers from competitors who do not offer similar options and who are willing to pay for good customer service. By the way, we are not planning to introduce anything like this in Kendlebell Naas. All of our customers and their clients get Exceptional customer service every time they make contact.
Would you charge for customer service?