Customer service: don't let company policy detour your customers

Customer service: don't let company policy detour your customers

Too often I find service technicians solely focused on getting the job done and not educating customers and offering options. It's not because they're trying to deliver bad service, most don't even realize they're doing it in the first place, but it is wrong on many levels:

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Bibliographische Detailangaben
Veröffentlicht in:Reeves Journal 2.0 2015-03, Vol.95 (3), p.14
1. Verfasser: Buckley, Rob
Format: Magazinearticle
Sprache:eng
Schlagworte:
Airlines
Business coaching
Call centers
Customer service
Customer services
Guidelines
Personnel policies
Plumbing
Teams
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Beschreibung
Zusammenfassung:Too often I find service technicians solely focused on getting the job done and not educating customers and offering options. It's not because they're trying to deliver bad service, most don't even realize they're doing it in the first place, but it is wrong on many levels:
ISSN:0048-7066
2329-0161