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Serving as a Real Kitty: How to Give Authentic Customer Service

CSM Magazine

SEPTEMBER 28, 2018

Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. No matter the abuse, tirade, or criticism they receive at the hand of upset customers, the agent does not take it personally. Treat a man (person) as he could be, and he will become what he should be.”

Customer Service 55
Customer Service Front-line service Scripts Contact Center 55
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Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

Connecting the Dots

APRIL 21, 2017

One of the things that I read in The Washington Post was an interesting article about how local retailers here in the Washington D.C. I knew personally, I’ve gone through my own fits of rage from time to time with products or services. They’re looking for something only a true person can give them.

Customer Care 48
Customer Care Scripts Front-line service Contact Center 48
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