The ABCs of Customer Service
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Customer service is not easy to execute. Customers behave unpredictably. Agents respond to different management styles. Technology designed to simplify the service process often creates inefficiencies. Cost pressures perpetually inhibit the customer-centricity advocates say belongs at the heart of every interaction.
It is, however, easy to understand. Quality service experiences, customer satisfaction, customer loyalty and revenue are inextricably linked, and insofar as that is true, of...
