Comments on: 10 Tips to Improve Your Customer Experience http://www.billhogg.ca/2012/04/10-tips-to-improve-your-customer-experience/?utm_source=rss&utm_medium=rss&utm_campaign=10-tips-to-improve-your-customer-experience Leadership That Excelerates Performance! Thu, 18 Oct 2012 01:07:12 +0000 hourly 1 http://wordpress.org/?v=3.5.1 By: Saurabh Khetrapal http://www.billhogg.ca/2012/04/10-tips-to-improve-your-customer-experience/comment-page-1/#comment-232 Saurabh Khetrapal Wed, 18 Apr 2012 18:34:09 +0000 http://www.billhogg.ca/?p=2905#comment-232 “Consider relaxing the constraints on your employees so they can focus on creating an experience that creates a positive customer outcome rather than simply following a list of rules.”

A good piece of advice. Too often call center employees are so focused on the script they have to read that they don’t actually help the customer. And the reason they stay stuck to the script is because they know they’ll get reprimanded for deviating. But what’s worse, a script deviation or unhappy customer?

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