Video Clip: Do What Your Customer’s Love

Video Clip: Do What Your Customer’s Love

November 2, 2010

Posted by in Call Center Issues, Customer Service, Training & Coaching with 8 comments

In this video clip, Tom Vander Well presents to a small group of front-line Call Center Customer Service Representatives (CSRs). He illustrates why doing simply what customers expect may not result in higher levels of customer satisfaction. If you want to improve customer satisfaction, you have to consistently demonstrate on the phone the behaviors and service skills that customer’s love (and may not expect).

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