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Do You Really Want Fries With That? How to Find a Customer Service Perfect Match
The attitudes and styles of customer service reps may present a perfect
match for some customers, and just get up others' noses. New research
from the Australian School of Business pinpoints three different
perceptions of good customer service among frontline employees. Each is
right in certain circumstances, but can be damaging when misplaced. With
more customer touch points in today's organisations, the trick is in
recruiting sales and service personnel to suit and then ensuring a
one-size-fits-all approach to training does not impinge their beneficial
attributes.
View all episodes
By theBoxThe attitudes and styles of customer service reps may present a perfect
match for some customers, and just get up others' noses. New research
from the Australian School of Business pinpoints three different
perceptions of good customer service among frontline employees. Each is
right in certain circumstances, but can be damaging when misplaced. With
more customer touch points in today's organisations, the trick is in
recruiting sales and service personnel to suit and then ensuring a
one-size-fits-all approach to training does not impinge their beneficial
attributes.
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