Impact Learning Systems


Customer Service 2.0? Peggy Carlaw

Seth Godin gives us some­thing to think about in his post Start­ing Over With Cus­tomer Ser­vice. In it, he sug­gests that cus­tomers would be will­ing to wait a day or two for amaz­ing ser­vice from a well-trained agent who knows how to research and resolve an issue. Would this be prefer­able to inter­minable waits on hold with a rep who can't help you right now,  or worse, can't even under­stand what you want?

Per­son­ally, I don't see why we can't have quick ser­vice that's amaz­ing to boot! It means more well-trained  cus­tomer ser­vice reps sup­ported by the appro­pri­ate processes and tech­nolo­gies, but if you pen­cil it out, you may find it costs less than turnover, call-backs, and dis­grun­tled cus­tomers.  Check out Seth's post and then let me know your thoughts.

Peggy Car­law is the founder of Impact Learn­ing Sys­tems, a lead­ing train­ing com­pany spe­cial­iz­ing in improv­ing com­mu­ni­ca­tions between front-line employ­ees and cus­tomers. Peggy is co-author of sev­eral books pub­lished by McGraw-Hill, includ­ing Man­ag­ing and Moti­vat­ing Con­tact Cen­ter Employ­ees and The Big Book of Cus­tomer Ser­vice Train­ing Games.
3 Customer Service 2.0?
Peggy Carlaw
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