Dramarama: Coach Your Customer Experience Team From Surface Acting to Deep Acting
Miller Heiman Group
JUNE 2, 2020
For example, an upset customer may expect the service rep on the other end of the line to respond urgently and with concern; a confused customer may expect a technical support rep to be patient and kind. For example, it may be hard for a field service rep to feel empathy for a customer who dropped their laptop in their pool while sunbathing.
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