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Kick-Ass Customer Service

Kick-Ass Customer Service

Harvard Business Review - Matthew Dixon and Lara Ponomareff and Scott Turner and Rick DeLisi

In Brief The Challenge Customer service quality is falling. That’s because today’s reps aren’t selected and trained to handle increasingly complex customer issues. The Fix Managers should abandon their preference for caring, supportive reps and instead recruit and develop outspoken, take-charge types …

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