One of my old marketing responsibilities was to write call-center scripts. The idea was to think about almost every scenario that a call-center person might encounter with a customer.
Attempting this in any rational manner, is simply maddening. So like everyone else…Customer Service was just some unkown group, usually located in the mid-west…who had nothing to do with my really important job.
I now believe customer service to be the true backbone of a company. Customer service tells the world the story of an organization (and therefore, its brand and its reason for being) with much more clarity and succinctness than even …read more