How May I Help You Today? Breaking Down Customer Service — And the Reps Who Do It Best (Harvard Business Review)

Overwhelmingly, customers prefer self-service rather than working with live representatives—unless their problems are more complicated. Yet, training for reps has not changed, leaving many under-qualified to deal with today’s service needs. (And, for the love of Pete, please stop reading from those scripts. I beg you.)

The Harvard Business Review analyzes who best handles customers, dividing reps into seven categories: accommodators, competitors, controllers, empathizers, hard workers, innovators, and rocks. Read more in the Harvard Business Review.

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