To sum it up…
It depends on were the company puts their priority. From your question, it seems that the it’s really not customer service, but sales. Sounds like the company has a different understanding of what customer service is. I was just reading Shaun’s featured post in his LinkedIn group asking to define “Customer Service in one word” he got over 8500 comments! (here’s the link: https://www.linkedin.com/groups/customerservicechampions So it’s not surprising that a “Customer Service Department” is really a sales force.
So what do to about it?
The experts are telling us to find out what is driving this. How do they value customer service vs sales? Are they losing good customers and good employees because of this policy? If they are then it’s time to make the change. How to make the change? Well, that’s what the CX Success Summit is all about! You’ve come to the right place!