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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. I have frequently listened to the banter and boisterous communications among contact center agents in the breakroom that then got muffled and stymied when the agent returned to dialogue with customers.

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

I knew personally, I’ve gone through my own fits of rage from time to time with products or services. First, I think part of the reason that so many are attracted to the Rage Study, outside of some of our friends in the corporate world that manage customer care, is that everybody has their own personal story of rage.

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