Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott
Connecting the Dots
APRIL 21, 2017
And number 5: “Please give me top scores and all the questions in the after-call survey”, begging for positive reviews. When people call a call center, what they are really looking for is a relationship. And when we come back with a scripted response, it’s a real problem. They are looking for empathy.
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