Customer Service Mis-Steps: Whose Fault Is It Anyway?

Whenever we talk about the pre-requisites of a good customer service representative and what makes a good agent etc, we list attributes like empathy, ability to think on their feet and persuasiveness…


Some great tips here to improve your #custserv; eliminate silly policies, eliminate your script, better training – My favorite is scripting- BURN YOUR SCRIPTS! a well trained agent should employ product and organizational knowledge to have a dialogue with the customer. Scripts won’t work until we share them with the customer, so they know their lines. #callcenter #cctr #contactcenter

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