Why Should Bill Be Concerned about Co-Worker Megan's Customer Service? |
Imagine two customer service agents, Bill and Megan, who sit on the far sides of a room containing about 200 of their peers.
Bill struggles on every call to provide the best care possible, going out of his way to curb his temper when customers inappropriately challenge or even insult him.
Megan is wrapped up in herself and it shows. She sounds curt and impatient and gives off the impression she'd rather be doing anything but taking calls.
These two sit so far away from each other, more than 150 feet to be exact, that they could almost be working in different buildings. Nonetheless, they're impacting each other in very meaningful ways, according to Dr. Gary S. Goodman, President of Customersatisfaction.com, top speaker, international consultant, and best-selling author.
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