Summary
Why is a customer's phone call important? Stupid question may be, but what's your answer? 'When making a call, customers don't differentiate between industries, the type or nature of the call, and they don't make allowances if it is a business-to-business rather than a consumer call.
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Call of the Wild
Why is a customer's phone call important? Stupid question may be, but what's your answer? 'When making a call, customers don't differentiate between industries, the type or nature of the call, and they don't make allowances if it is a business-to-business rather than a consumer call. The bar has been raised in terms of levels of expectations and people are far more likely to defect if they are unhappy today.' That's why - according to Anne Marie Forsyth, chief executive of the Call Centre Association (CCA).
When people call up with a service issue, it is genera...See the full content of this document
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