Service with a snarl: What to look for and how to avoid it
Service Untitled
NOVEMBER 8, 2013
The real payoff happens when we get to the front of the line or the representative answers the phone. Customer service agents are not FBI hostage negotiators and should not be expected to tolerate screaming profanities, unrealistic goals, and vulgar behaviors. How is the customer treated? Is there an apology for making us wait?
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