Dodge Diesel - Diesel Truck Resource Forums - Support of our troops (or not)

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Quote:

Originally posted by Jack Thorpe
hmm, I'm on both sides of the fence here. Managing a group of customer service reps makes me understand their point of view a bit more than I think most people do. Those people that you talk to on the telephone, even many of the supervisors can't do anything about stuff like this because their hands are tied. They have to follow a set of procedures, and if they don't, they can be fired.

This is one of my pet peeves about "How not to run a customer service organization." It's wrong to put people in the position of answering the phones without also giving them the means and the authority to resolve the problems presented to them.

Quote:

Originally posted by jfpointer
This is one of my pet peeves about "How not to run a customer service organization." It's wrong to put people in the position of answering the phones without also giving them the means and the authority to resolve the problems presented to them.

I couldn't agree more.

Matt