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Articles Tagged - SecretShopper

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    September 11, 2013

    Customer Service that is Ready, Willing and Able

    Assessing events that impact your customer service department

    I once asked a manager why he was so calm with so many problems that needed fixing. He told me that he had served in the military.  What he had to deal with then was a matter of life or death.  Now, he didn’t have that kind of pressure.  His challenges were frustrating for sure, but solvable.  I really admired his strength, but I also wondered if he had spent time in his customer service department recently.  To the CSRs it was a war zone full of combative customers, high...Continue reading

    By Lori MillerPosted in Customer Service on September 11, 2013

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