Details

Autor(en) / Beteiligte

• Hayzlett, Jeffrey

Titel

Growing Beyond the Phone Tree

Ist Teil von

• Marketing News, 2014-09, Vol.48 (9), p.20

Ort / Verlag

Chicago: American Marketing Association

Erscheinungsjahr

2014

Quelle

Business Source Ultimate

Beschreibungen/Notizen

• Many companies still force customers with problems to navigate an extensive phone tree. Once they reach a live human being, they then need to recite their problem, only to be transferred to another representative who works in the area that handles their concerns. Then they're told that they're going to be on hold for 10 minutes -- or worse, they're lost in phone transfer purgatory. Of course, improving customer service these days means focusing your efforts largely on social media. Your customers are online and talking about you on social media, whether you're there or not. Leaders, beyond the strategic and technical processes, this is a perfect opportunity to experience how your employees handle customer service.