Interesting thoughts on customer expectations from SMEs. People expect better service from smaller organisations, so how can the contact centre industry can play a role in defining how they live up to expectations.

The role of the phone in delivering emotionally responsive customer service for SME's

The smaller the business the more personal the customer service needs to be, explains alldayPA 's board executive David Joseph, as he looks into the role of the telephone in delivering emotionally responsive customer service. With social media, email and website query forms, the internet has facilitated a multitude of pathways for the improvement of customer services.