Audio Podcast: Keep Your Options Open
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It is very difficult to ensure that every customer receives a consistent service, even more so when they come into contact with different contact centers around the world. Yet, customers will criticise you if they receive consistently good service from one center and bad from another and ask why can't the service be consistent!. A good example of this is a major airline we regularly fly with on international trips. Although we are based in the UK, we regularly call the airlines US office (paying for the cost of the international call) where service is better than the local UK office. Customers should not have to go to great lengths to get plain ordinary service.
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