Audio Podcast: Look After Your Agents
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Always be aware that your internal systems should be developed to make it easier for the customer not harder. An example of what not to do is when I called an electronics giant about a computer I had. Although I could mention the model advertised in all their marketing literature, I did not know their unique internal part number so the agent was unable to help me as she needed the part number – she stated “the system needs a part number otherwise I cannot help”. This only frustrated me and is an example of a corporation who builds systems around their own business and not the customer!
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