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5 Lessons Learned from Customer Service Failures – Erica Strother Marois

customer service is excellent call centerHave you ever received poor customer service? Join the club, we all have. Customers often get frustrated with poor service, and eventually it builds up until they vent their frustration to the call center agents. Needless to say, this can cause a lot of stress for call center agents, which can often make the situation worse. But there are things you can do to calm the stress and improve the customer experience. The ICMI article, “5 Lessons Learned from Customer Service Failures” by Erica Strother Marois gives a few examples of customer service failures that will lend insight into how you can reduce churn and increase customer loyalty. These examples include:
  1. Sometimes customers are wrong. Make it easier for them to be right.
  2. Taking ownership doesn’t mean taking blame.
  3. Customer service is a tough job.
  4. Don’t forget the human touch.
  5. Give your agents the freedom to make things right. 

To read about these examples, please click the link below: 

5 Lessons Learned from Customer Service Failures – Erica Strother Marois



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