Customer Service

Customer “Service”

Images Customer Service is a funny game. One would think the US – the biggest economy in the world would have nailed it but it is an ongoing source of angst. It’s simple really. Listen, acknowledge and respond smartly.
I think if an outsourced solution is used, the heart and soul of the company is lost and replaced with a script. The customer service team is not empowered to make judgement calls and so very little is achieved. The company hopes customers accept the script and accept that 1% will actually ask to speak to a Manager. Makes me ponder how we scale. (Note to self…Need to up R&D on cloning Kelli & Karen. How hard can it be?)

And why the customer service ramble this morning? Portland has but two pubs that offer live coverage of rugby. There is the faux Irish chain

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