via openforum.com
More than any other department in a business, customer service is subject to a slew of competing priorities and pressures. Control costs and making customers happy. Uphold policy while being a customer advocate. Try to upsell but stick to your average handle time. The list goes on and on. Unfortunately, attempts to shore up performance on one end of the scale can often lead to disaster in another area. Here are a few of the most common examples of where things can go horribly wrong.
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