Conversation Agent - Valeria Maltoni - Why Customer Service Should be Fair

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This is a tough one. I like to think a company which empowered staff to truly serve customers would see reduced issues of this sort. All the same, how is a staffer to respond to that one customer so emotionally unintelligent as to allow some trifling misunderstanding to escalate to the most heinous of personal insults?

Seems to me there are enough people looking for jobs these days, we could afford to weed out those who clearly don't have an interest in doing their jobs.

At the same time, it seems there are enough people getting bumped from flights (and we're charging enough for checked bags, carry-on bags, in-flight snacks, headphones, pillows, blankets, et al) to afford to deny those vicious, mental midgets boarding.

I'm thinking that there should be a way to tell your best customers -- the people who buy time and time over from you -- from the rest. And possibly, gulp, treat them better.

The thing is, customer care isn't a fixed thing. It isn't constant, it isn't always fair for me, for you, for anyone. The experience changes because the customer care representative changes, and there's no training which can grant this, 100% of the times. A simple cranky day for one of the responsibles can mean a cranky day for any customer they get in touch with.
How can you really prevent that?

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  • Since 2006, Conversation Agent focuses on business, technology, digital culture, and human behavior. At Conversation Agent LLC, I help organizations and brands that want to build better experiences tell a new story.


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