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Director, Web and Provider Systems
Central Beneficiary Services Representative
VP, Product and Segment Marketing
Sr. Manager of Customer Care
Do your agents blame other departments when goods do not ship on time, or the order was taken incorrectly or the service was poor? A blame culture exists in some organizations and can negatively affect customer loyalty. You need to make sure that the culture especially with front line staff in the contact center is one of ownership. If things go wrong then it’s more often the front line staff who get the call, the e-mail or fax and they need to deal with it now, not blame another department or pass the buck to someone else. Next time you listen to calls, listen to how problems are being dealt with to find out if you have a blame culture!