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Developing Mission, Vision and Guiding Principles in Call Centre Operations Will Improve Customer Service experience

Taylor Reach Group

They help foster a customer focussed culture because everyone understands what’s important and the span of control to service customers. Encourages employees to take accountability for issues where there may be exceptions to the usual policy. While Guiding Principles can be developed in isolation (i.e.

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Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

Connecting the Dots

Number 4: “Can I get your account information again?” – How many times have we heard that and just wanted to take the phone and throw it through the wall because you just spent 10 minutes entering in all of the information that they’re going to ask for again? Number 2: “That’s our policy.”. It goes both ways.