Rapport with Agents and Supervisors

A channel hosted by Keith Smith customer service expert.  Keith holds a Black Belt in Six Sigma process improvement from Villanova and has over 20 years of experience in the customer service field.  He has a fresh and more effective way to approach customer service, challenging the traditional norms of call center coaching and behaviors. Keith approach starts with the product launches moves forward into dismantling the traditional theory of front line agent coaching. He stresses that we know what is wrong with our customer service we need to decide to fix it.  He is against continually surveying customers.  He contends that we already know what is wrong with 90% of our customer service.  If you implement his strategies and fixes, you will save thousands of staff-hours countless money and make your organization a stellar example of excellent customer service.

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A channel hosted by Keith Smith customer service expert. Keith holds a Black Belt in Six Sigma process improvement from Villanova and has over 20 years of experience in the customer service field. He has a fresh and more effective way to approach customer service, challenging the traditional norms of call center coaching and behaviors. Keith approach starts with the product launches moves forward into dismantling the traditional theory of front line agent coaching. He stresses that we know what is wrong with our customer service we need to decide to fix it. He is against continually surveying customers. He contends that we already know what is wrong with 90% of our customer service. If you implement his strategies and fixes, you will save thousands of staff-hours countless money and make your organization a stellar example of excellent customer service.

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Rapport with Agents and Supervisors

Rapport with Agents and Supervisors