Remarkable World Commentary Episode #79: Customer Care or Company Revenue

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In this thought-provoking episode of Remarkable World Commentary, Donna J. Jodhan examines the ongoing tension between customer care and company revenue, asking how businesses can strike a meaningful balance between serving people well and protecting their bottom line. Drawing from her own experiences speaking with customer service agents, she reflects on the importance of empathy, patience, and going above and beyond for customers, while recognizing that many agents are working under intense pressure to keep calls short and meet company targets.

Donna raises important questions about what happens when a customer still needs help after an agent’s allotted time has run out, and whether true customer care is even possible under such constraints. Rather than offering an easy solution, she leaves listeners with a powerful challenge to think more deeply about whether companies are genuinely committed to service, or whether revenue goals too often take precedence over people.

TRANSCRIPT

Podcast Commentator: Donna J. Jodhan LLB, ACSP and MBA, invites you to listen to her biweekly podcast, Remarkable World Commentary. Here, Donna shares some of her innermost thoughts, insights, perspectives, and more with her listeners. Donna focuses on topics that directly affect the future of kids, especially kids with disabilities. Donna is a blind advocate, author, site loss coach, dinner mystery producer, writer, entrepreneur, law graduate, and podcast commentator. She has decades of lived experiences, knowledge, skills, and expertise in access, technology and information. As someone who has been internationally recognized for her work and roles, she just wants to make things better than possible.

Donna J. Jodhan, LLB, ACSP, MBA: Hello, I’m Donna Jodhan and welcome to my March podcast where I talk about customer care versus company revenue. You know, this is a topic that is near and dear to my heart. And I say this because so many times I have interesting conversations with customer agents on the phone and we talk about, you know, customer care versus company revenue. All right, how does a company find a meaningful balance? Between customer care and company revenue? Again, customer care and company revenue. All right. How do they find a meaningful balance? To provide adequate customer care while at the same time they want to maintain and expand their revenue. What are the benefits to both? Well, let’s let me look at this a little bit in depth. Customer care is really important to those of us on the other side of the fence. When an agent takes the time and effort to offer great customer care, great concern, the ability to go beyond and above the call of duty. But then again, they have to be concerned when their company says, you’ve only got a few minutes to spend on each customer. How can a customer agent provide adequate customer care when their company is breathing down their necks, saying, you must not exceed a certain number of minutes when dealing with a customer? What happens then if the number of minutes expires and the customer is still wanting more help. What should a customer agent do? I really don’t know. I wonder if anybody knows. Is there a balance? Is there really a balance? Customer care versus company revenue. I’d like to know. Okay. This is it for me for this week. Thank you very much to everyone. And if you have any questions, write to me at Donna Jodhan at gmail.com. That’s D o n n a j o d h a n at gmail.com. Take care now.

Podcast Commentator: Donna wants to hear from you and invites you to write to her at DonnaJodhan@gmail.com. Until next time.

Donna J. Jodhan, LLB, ACSP, MBA
Global Leader In Disability Rights, Digital Accessibility, And Inclusive Policy Reform
Turning policy into progress for people with disabilities.