Get access to out-of-the-box reports that analyze key metrics like email count and results so you can make the most of your sales techniques and email conversations.
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The best business leaders have this vision. In fact, 62% of companies consider the customer experience provided by contact centers to be a competitive differentiator.
2. Establish protocols and enforce them
Moments of truth in customer service must have consistent protocols and these must be known and followed by all those involved.
The customer service dataset agent must be crystal clear about what to do and how to react in each of the possible scenarios of contact between the customer and the company.
In this sense, it is also vital to have access to all the customer information recorded by the company. A CRM that allows sharing it in real time is a clear competitive advantage.
3. Empower the front line in customer service Ready to
Although it is not always possible, the ideal is to have the customer’s problem resolved on the first contact . In his book, The physical address, directions and branches Moment of Truth , Carlson illustrates this strategy convincingly.
Imagine a passenger who, due america email list to his physical condition, has requested special food to consume during the flight. When checking in , he tries to confirm whether his food is available.
It turns out that the service agent who is assisting him does not have an answer for him. He asks again in the departure lounge and does not receive an answer either.
