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Gratefully the negative experiences I’ve had are not the norm, but the “on hold ad infinitum” experience makes one pause to wonder about the underlying causes of lack of satisfactory customer service and what approaches a business could take to avoid developing a bad rap for intolerable customer interactions. Especially during this holiday shopping season, when things can get chaotic and employees get harried and burnt out, I’ve had conversations with countless employees who promptly assisted me with cheerfulness, humor, and patience.
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Negative experiences aside, I’ve had some rather remarkable interactions that made me feel as though I was witnessing a company’s successful internal system of customer service policies that addressed customers’ challenges in noticeably effective ways.
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“Can I put you on hold while I check with my supervisor on how to get to the next screen?” Forty-five minutes later I was still on hold when I finally hung up, sticking it out the entire time mainly out of curiosity to see how long it would actually take for the rep to get back to me. I have a few of my own, like the time I was on the phone with an agent for an online service who was helping me set up one of their features, but he didn’t know how to get me to the next step. Sadly, we all have our own customer service horror stories.
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In order to accommodate each organization’s unique needs, we’re proud to offer every customer service training in 3 formats: With COVID-19 having changed the way we do business, many organizations are looking for a format for customer service training that goes beyond traditional in-person training. Customer Service Training In the Age of COVID-19