Pick a story regarding bad customer service from someone in the Level I response and state what could have been done as the other person to change the situation from "bad" to "good".
The following response is in reference to getting hung up on while trying to get assistance over the phone. If I was the customer service representative who was helping a customer/client, I would first try and get their contact information so that if we were cut-off for any reason, the customer could easily be reached. This might provide the customer with the assurance that someone would get back to them should either party be cut-off from the conversation.
Likewise, as the customer/client, I would initially try to retrieve contact information from the representative (such as an ID# or direct phone number, if possible). Asking for this information might make it easier to reach the same employee if the call was unintentionally ended.
The following response is in reference to getting hung up on while trying to get assistance over the phone. If I was the customer service representative who was helping a customer/client, I would first try and get their contact information so that if we were cut-off for any reason, the customer could easily be reached. This might provide the customer with the assurance that someone would get back to them should either party be cut-off from the conversation.
ReplyDeleteLikewise, as the customer/client, I would initially try to retrieve contact information from the representative (such as an ID# or direct phone number, if possible). Asking for this information might make it easier to reach the same employee if the call was unintentionally ended.