Apologize
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3:48
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To the customer, the touch-point is the brand. Therefore, even if you're employing a third party call center, whose staff you've never met, they become a part of your brand (for better or for worse).
My feeling is that this is another advantage of small companies. The closer that management is to the buyer, the better they can impact the customer experience... and resultant perceptions.
speakhumanbook 2 years ago
Good video, and good advice for the dispatcher. But were you really talking to the right person here? We all wish we could have model employees who can handle customers and take appropriate action, but you get what you get. Unless maybe good employees are made, not hired.
Joshbuckler 2 years ago