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Hub You - Monitor, Measure and Manage Your Arbitrary Customer Service Reps
Everybody knows about rubber silicone bracelets. But how would you know if your bracelets are one hundred percent silicone? What most people don’t realize is that most of the time, what they are wearing is not really made from pure silicone.Good news is that there are some companies that produce cheap 100% rubber silicone bracelet
“Okay, can we waive the late fee and the finance charge?”
“One minute,” and with that she put me on hold.
Upon returning to the line, she warned, “I’ll only do this once!” and with that ultimatum she erased the penalties.
Both episodes demonstrate that CSR’s have a tremendous amount of latitude in how they treat or mistreat us. Often, they beha
Consultants can do everything from advising you on your choice of system to providing a full installation. Their main advantage is that they make sure you have far less work to do. You simply specify what you want, and, to the extent that you choose, the consultant helps you acquire it.Typical e-business consulting skills include
I thought I was lucky because I got the same clerk who had helped me the evening before.
But this time, it was like her evil twin had taken over.
“I can’t exchange this item because you opened the plastic enclosure with the screws in it,” she declared unsympathetically.
I didn’t understand her logic, especially in light of the fact that Ikea had accepted fully constructed items in exchange for others.
Was she just being prickly?
Did the fact that she had a break coming up have anything to do with her snap-judgment?
Could she have been telling herself, “I helped him once, and he should have STAYED helped?”
Anyway, she said she’d speak to a supervisor and I heard mumbling behind the swinging door to their offstage area. Returning about three minutes later she announced without a trace of enthusiasm:
“He said okay. It’ll take a few minutes to get the replacement.”
The same day, I phoned my credit card issuer about reversing a late fee and finance charge. I thought I had mailed my payment on time.
The CSR said, “We didn’t get it until 3 days after the due date.”
“Well, I mailed it on time,” I responded.
“But we didn’t get it,” she repeated.
“Please get me a supervisor,” I said.
“What’s a supervisor going to do for you?” she challenged.
“Reverse the late fee and finance charge,” I replied, wondering why I had to explain the obvious.
“Well I can handle that. All you have to do is ASK.”
“Okay, can we waive the late fee and the finance charge?”
“One minute,” and with that she put me on hold.
Upon returning to the line, she warned, “I’ll only do this once!” and with that ultimatum she erased the penalties.
Both episodes demonstrate that CSR’s have a tremendous amount of latitude in how they treat or mistreat us. Often, they behav
Tom was working hard to change the culture in his organization. He wanted to create greater collaboration, teamwork and empowerment. He envisioned an organization where people loved coming to work each day. He knew that when these things were a part of working life that productivity would sky rocket, and greater business results would
I didn’t understand her logic, especially in light of the fact that Ikea had accepted fully constructed items in exchange for others.
Was she just being prickly?
Did the fact that she had a break coming up have anything to do with her snap-judgment?
Could she have been telling herself, “I helped him once, and he should have STAYED helped?”
Anyway, she said she’d speak to a supervisor and I heard mumbling behind the swinging door to their offstage area. Returning about three minutes later she announced without a trace of enthusiasm:
“He said okay. It’ll take a few minutes to get the replacement.”
The same day, I phoned my credit card issuer about reversing a late fee and finance charge. I thought I had mailed my payment on time.
The CSR said, “We didn’t get it until 3 days after the due date.”
“Well, I mailed it on time,” I responded.
“But we didn’t get it,” she repeated.
“Please get me a supervisor,” I said.
“What’s a supervisor going to do for you?” she challenged.
“Reverse the late fee and finance charge,” I replied, wondering why I had to explain the obvious.
“Well I can handle that. All you have to do is ASK.”
“Okay, can we waive the late fee and the finance charge?”
“One minute,” and with that she put me on hold.
Upon returning to the line, she warned, “I’ll only do this once!” and with that ultimatum she erased the penalties.
Both episodes demonstrate that CSR’s have a tremendous amount of latitude in how they treat or mistreat us. Often, they beha
Glass computer desks are sleek, well-designed, professional-looking computer desks for modern offices. Apart from looking great, they are just as functional as wood or metal computer desks. They accommodate all the benefits of regular computer desks like flexibility, versatility, and style, and they are ideal for office as well as home u
“He said okay. It’ll take a few minutes to get the replacement.”
The same day, I phoned my credit card issuer about reversing a late fee and finance charge. I thought I had mailed my payment on time.
The CSR said, “We didn’t get it until 3 days after the due date.”
“Well, I mailed it on time,” I responded.
“But we didn’t get it,” she repeated.
“Please get me a supervisor,” I said.
“What’s a supervisor going to do for you?” she challenged.
“Reverse the late fee and finance charge,” I replied, wondering why I had to explain the obvious.
“Well I can handle that. All you have to do is ASK.”
“Okay, can we waive the late fee and the finance charge?”
“One minute,” and with that she put me on hold.
Upon returning to the line, she warned, “I’ll only do this once!” and with that ultimatum she erased the penalties.
Both episodes demonstrate that CSR’s have a tremendous amount of latitude in how they treat or mistreat us. Often, they beha
Success is not always something you necessarily find when you arrive. It may be the journey that gets you there.It seems as though people make career management more difficult than it has to be. When something threatens to make it simple, they almost invariably find a way to make it more complicated. For example,
The CSR said, “We didn’t get it until 3 days after the due date.”
“Well, I mailed it on time,” I responded.
“But we didn’t get it,” she repeated.
“Please get me a supervisor,” I said.
“What’s a supervisor going to do for you?” she challenged.
“Reverse the late fee and finance charge,” I replied, wondering why I had to explain the obvious.
“Well I can handle that. All you have to do is ASK.”
“Okay, can we waive the late fee and the finance charge?”
“One minute,” and with that she put me on hold.
Upon returning to the line, she warned, “I’ll only do this once!” and with that ultimatum she erased the penalties.
Both episodes demonstrate that CSR’s have a tremendous amount of latitude in how they treat or mistreat us. Often, they beha
Just because you want to get your printed pens into the hands of future clients doesn’t mean you are limited to offering them in buckets at your office, as freebies at conventions or via direct mailings. There are plenty of unconventional ways to pass out printed pens.Holiday Gifts Consider a special printed pen production a
“Okay, can we waive the late fee and the finance charge?”
“One minute,” and with that she put me on hold.
Upon returning to the line, she warned, “I’ll only do this once!” and with that ultimatum she erased the penalties.
Both episodes demonstrate that CSR’s have a tremendous amount of latitude in how they treat or mistreat us. Often, they behave idiosyncratically, depending on mood, attitude, and who knows what.
This is not the path to excellence, but to chaos.
The key to excellent service is that it is uniformly wonderful, and discretion of this type, especially to act erratically and punitively, has been taken out of the equation.
Although we’re constantly told “Your call may be monitored or recorded for quality,” apparently, this is happening too seldom to have an impact, plus the wrong things are being observed.
CSR decision making must be constantly scrutinized through the proper use of performance measures.
Only then, will customers find relief from the “idiosyncratic rep” who is acting like an idiot.
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