"Despite years of focus on the importance of customer service, most businesses still have a lot to learn. Too many merely tweak a script, roll out a new offer, then disappear from the scene, leaving their frontline staff -- often underpaid and badly overworked -- to expertly, cheerfully handle all the real-life encounters with real-life customers who can make or break a company.
That’s no way to run a business, says customer service expert Ed Horrell. If you treat your frontline employees with indifference or disregard, you can expect them to treat your customers with indifference -- and you can then expect to have indifferent customers who will drop you... |
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