By the Book May Mean Goodbye
by Michael Houlihan & Bonnie Harvey | Business Blog, Customer Service
You’d think that saving customers and protecting your company’s reputation would be more important than rigid adherence to cookie-cutter scripts and standard policies. They may promise efficiency but ignore special situations. But for many companies,...
YOUR CALL MAY BE RECORDED
by Michael Houlihan & Bonnie Harvey | Business Blog, Company Culture, Customer Service
You’ve done everything right as a producer. You’ve given your customer compelling advertising, stellar reputation, and third-party endorsements to put them in a positive state of mind even before they purchase your product or service. They anticipate a rewarding...
