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S1E8 - AOCS - Satisfying customers even when you can't help

S1E8 - AOCS - Satisfying customers even when you can't help

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 ACTS of Customer Service S1E8 - Satisfying customers even when you can’t help

What is it about? Why is it important

  • Representative
  • Customer

Story - Mac that was referred to me and lost a lot of documents.  Could not recover them.

  • Contacted me but would not say what they needed help with
  • Referred by someone else
  • Mac - not a Mac guy - Typically work on Windows
  • Deleted files could not recover
  • Had someone offer to help then felt abandoned
  • Spent money on software and did not see it working
  • Finished by offering
  • Next Steps
  • Possible places to call that might be able to help

Story - Calls about things that we cannot answer

  • Identify issue
  • See why called this number
  • Try to transfer to person who can help rather than call center
  • Apologize for having to transfer
  • Emphasize regarding run-around

Find out more at http://actsofcustomerservice.com

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