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…

Source: http://ift.tt/Q5Ea6w

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

The post Customer Service Mis-Steps: Whose Fault Is It Anyway? appeared first on The Taylor Reach Group - Call Center Consultants.

via The Taylor Reach Group - Call Center Consultants http://ift.tt/1DSeR0j