Body
Organizations that provide spectacular customer service always keep their line people informed of new developments or offers that will improve a process, and of glitches in the system that may have an adverse effect on customers. Similarly, great customer service means being flexible to the needs of customers and making sure that your internal information is accurate before issuing instructions or denials to customers.
Two recent incidents illustrated for me that line employees are the lifeblood of organizations, and when service representatives aren’t up to date on new policies and system problems, or when they act in a capricious manner, it affects the reputation of the organization.
At the outset, let me state unequivocally that as a Verizon cell phone customer for more than ten years, I’ve been very satisfied with customer service, phone upgrades every two years, and the availability of nationwide phone service when traveling. For convenience, my monthly Verizon bill is automatically charged to my checking account. Just like clockwork, on the 15th of each month I can expect a charge to hit my account.
…
Want to continue?
Log in or create a FREE account.
By logging in you agree to receive communication from Quality Digest.
Privacy Policy.
Add new comment