Managing expectations or dealing with the “difficult” 2%

Over the years I had many interesting discussions with past and current customers of Globat (and some of my other companies prior to Globat). These mostly very constructive and candid exchanges usually evolved out of some customers who felt neglected, unheard or mistreated in any way by one or more customer service agents. Considering that they took the time and actually went through the trouble of finding a way to contact me directly, it is most appropriate that will give this type of customer communication highest priority. Most of the time, I was able to get their problems resolved by handing their particular issue to a customer service manager in charge. The problem with these types of issues is usually a break-down in the escalation procedure of dealing with a customer problem.

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