Customer Service Communications: Telephone Systems and Procedures
Communications to and from the customer service department typically represent over half of a firm’s total communications. A typical customer service representative has 15 to 20 times as many customer contacts, hour for hour, as anybody else in the company. Management may spend hundreds of thousands of dollars for “public relations” but in truth few things affect a company’s standing with its customers as profoundly as those hour-by-hour contacts with customer service personnel.
KeywordsCustomer Service Telephone System Order Placement Call Volume Practical Handbook
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