A recent study by AchieveGlobal has identified that it is the emotional side of customer service that has the greatest impact. 46 percent of respondents identified that the greatest customer service mistake is being rude, short, unhelpful and impatient.
Huh. Who knew?
There are an awful lot of organizations out there who are focused on the process side of customer experience,relegating the people side to a distant back seat. And there aresome who would have you believe that the’smile-factor’ is somehow light, fluffy and ultimately unimportant.
Big mistake.If there’s one thing that every company really needs to do, it’s to make sure they have pleasant, skilled, motivated and empowered people on their front lines.
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