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Front-line service

Personalization

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

Customer Service Front-line service Scripts Contact Center

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

Customer Care Scripts Front-line service Contact Center

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

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

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