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Super Customer Experience: What Do We Want Them to Feel?
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Share this CRMAdvocate Story
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After a recent webinar I delivered on turning difficult moments into positive customer experiences (via Zendesk), this question came via email and ultimately inspired this post.
How do you stay positive when you know the customer is taking advantage of your company?
In this case, the customer service rep was referring to hotel guests. He was not suggesting that he knew of customers stealing from the hotel — just taking advantage. Certainly when customer service reps (CSRs) or agents have data showing the customer is doing something illegal or harming the company financially, it is important for them to bring it to the attention of management.
Otherwise we must ask the question: what does taking advantage mean?
Read the entire Kate Nasser article
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