Avoiding the Mistakes that Make Most Customer Service Wretched

Posted Friday, July 5, 2013 in Customer Service by Ronni Marshak

Martha BrookeA blog post by Martha Brooke of Interaction Metricsdescribes four mistakes that even the most customer-centric companies might make when it comes to customer service policies and procedures.

  • They think any answer will do
  • They treat all customers the same
  • They invest in simplistic, but false data
  • They assume associates don’t need examples

What is comes down to is empowering your customer-facing employees with authority, tools, training, and best practices.

~ Ronni

Improving Wretched Customer Service
Beyond Giving CSRs Authority—Giving Them the Ammunition to Provide Great Service
By Ronni T. Marshak, EVP & Sr. Consultant/Analyst, Patricia Seybold Group, July 3, 2013

(Read the short sample and download the full article in PDF.)


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