The cost of customer dissatisfaction is significant. Customer centers and support organizations are struggling to keep pace with rapidly increasing consumer expectations. High agent turnover, new communication channels, and budget cuts make it increasingly difficult to satisfy the customer.
Customer service is a human activity requiring empathy. Creating an integral, connected culture within the customer service center is the most important undertaking any manager can take. It will enable to maintain high level of engagement and a mindset that allows reps to continue to serve customers on the highest possible level.
Expect meeting and exceeding customer expectations. Regardless of how or when a customer wants to interact, your customer service reps will be ready to provide exceptional service. Through a harmonious environment and heightened empathy your department will provide an experience that not only builds your brand reputation, but also affects the bottom line.