Coaching Customer Service Feedback Quality calibration 
Customer Service Life
JANUARY 15, 2019
As I did further investigation I learned that on some forms agents could earn extra credit for “Going above and beyond for the customer” or for “WOWing them.” In my opinion we can thank a handful of customer service news stories that somehow conditioned us to think that customer service isn’t great unless it goes viral.
Customer Service Life
SEPTEMBER 7, 2018
Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. They have a fun angle on customer satisfaction where customers are invited to rate their experience with the specific agent that helped them. Customers can then recommend that agents be rewarded. Here’s why.
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