BY: JESS PISCHEL writing for The DiJulius Group
Are you feeling the pressure of high customer demands? Customer service is on the decline, and now is the time to stand out. To differentiate yourself from the competition, you must anticipate your service defects and put protocols in place to make it right.
Are your team members trained and equipped to handle challenging customer conversations? Or is it dependent on which manager is on duty, what type of day they are having, or how much experience they have?
Your team members must be prepared and equipped to respond to common customer challenges. A few of the most common customer challenges right now are: shipping delays, product availability, staffing shortages, extended hold times, lack of follow up, and quality of service or product. All employees must have full awareness of the potential service defects that commonly arise at each stage of the customer’s journey. You must train and empower your employees to handle challenging conversations and provide consistent service recovery.
Creating a Customer Service Recovery System that all Employees can Execute
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