Shep Hyken\'s Customer Service Blog

Posts tagged "employees in customer-facing positions"

Customer Service Fails

The Wrong Way to Help a Customer - Low ResLast week a major cable and Internet provider made “headline” news when a customer recorded a call to the company’s customer service center.  All the customer wanted to do was terminate his service.

The customer service agent proceeded to ask questions as to why the customer would want to disconnect.  The agent made statements about this company being the best at what they do and providing the best price.  Continue reading