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Episode 51- The formula for Perfect Customer Service
- Bob Furniss is a 40 Year veteran of the space
- Customer Service Agent and Supervisor are the toughest jobs in the space
- Human emotion has a formula that is changing in real time
- As you improve Self Service the CS job gets harder
- Level 1 customer Service is going out of business
- Best Practices/Benchmarking should be you comparing customer's latest expectations with your level of service
- Focus on getting a little better every day
- Employees over Customers
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By Amas Tenumah- Bob Furniss is a 40 Year veteran of the space
- Customer Service Agent and Supervisor are the toughest jobs in the space
- Human emotion has a formula that is changing in real time
- As you improve Self Service the CS job gets harder
- Level 1 customer Service is going out of business
- Best Practices/Benchmarking should be you comparing customer's latest expectations with your level of service
- Focus on getting a little better every day
- Employees over Customers