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Saturday, 30 August 2008
 
 

To Improve Customer Service Capabilities, "Perception Deficits" Must Be Eliminated

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To Improve Customer Service Capabilities, "Perception Deficits" Must Be Eliminated

I was called in to consult for a major insurance company that faced a conundrum. The sales team was losing one major client after the next because of complaints about the customer service team's mishandling of conversations. The customer service team believed it was first rate, having just won a "best in service" award from a survey firm. Who was right? I audited calls and interviewed reps and managers and I found the service team was significantly lacking in several vital areas. Perhaps most startling was the size if the gap between how well it THOUGHT it was doing versus how well it was ACTUALLY doing.
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