How are you keeping up with your customers' demand for "more, more, more" demand – such as the desire for top-notch technical support defined by them versus your company's definition of "in-scope" or "warranty coverage". Consider Paul Wiechselbaum's, "Five reasons to hit the reset button on your customer service," featured on DestinationCRM.com. Read more
Here's a scenario: Your company sells or manufactures smart and HD televisions. A customer calls with questions about why her universal remote won't speak to both her TV and DVR set top box. On the one hand she did not buy the remote from you, but on the other it's a product that is built to work with the device you sold to her. Do you turn her away because it's not your problem, or do you offer a solution that can extend and enhance your brand? Learn more from Paul Weichselbaum's prescriptive perspective via Retail TouchPoints' blog.
Customers expect tech support agents to be fluent not just in the products you sell, but also the various tools and technologies that integrate with those products. Many retailers are looking to third-party support agencies to assist with technically advanced inquiries. So how can you get comfortable sharing the customer experience responsibility with an outsource firm? Read Paul Weichselbaum's practical ideas via RIS News.
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