Most companies aspire to provide exceptional customer service. In fact as per recent survey, more than 90% of companies world over want to be counted among the best when it comes to delivering great customer service. But this aspiration is not getting converted into tangible results. One of the major reasons for this is the short-sighted outlook of these companies towards customer service. They think that exceptional customer experience can be delivered just by training…
Trin! Trin! The phone rings and John, a customer service representative employed by a reputed company, hurries to pick up…
Trin! Trin! The phone rings and George has a mere 20 seconds to get ready with his headphones and answer the call. “Thank you for choosing us. My name is George. How can I help you,” says the young agent who is in his mid-twenties. Guess what he hears in response? “Oh my god! Finally someone picked the call. By the way, why the hell did you take such a long time to answer my…