Saving Customers and Reputation Trumps Efficiency

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,...

The Customer Experience is Trumped by the 800 Number Experience

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...