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Consumerist reader K.N. was soooo close to being served by T-Mobile, only to be denied. More and more businesses are pushing customers toward online chat as a preferred form of customer service. Best Buy even ditched ...
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Scooped by Trish Sadar |
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This is a great example of the type of experience we don't want our customers to receive. We need to make sure that we are running our technology and systems -- not the other way around.
Technology and tools are wonderful, we do have to constantly monitor and make sure that the objective of the tools are being met. That means that we need to set service measures to ensure that we as a company are clear on what success looks like in regards to the service experience we aim to deliver to every customer.
If we constantly do this and monitor, we will be able to make quick modifications to rectify.