Traditional ticketing systems first route all incoming customer questions to a queue, then they send them on to an agent. These help desk systems turn questions into tickets and people into numbers. They also silo people and channels, preventing your team from offering an effortless service experience.
As part of our ongoing mission to bring eCommerce customer service into the Experience Age, we will be at the UK eCommerce Expo Wednesday and Thursday 25th and 26th September: Stand F22.
As the saying goes: ‘you can lead or you can follow’.
As it turns out, you can do both. And, in fact, there is a lot of evidence that executives who do both guide their organisations to better serve their customers.
Conflicts can’t be avoided, but they can be managed with agility and grace.
As the seminal Harvard Business Review article ‘Stop Trying to Delight Your Customers’ showed, while people buy from you because of your product or brand, people most often leave because of poor customer service.
This is why conflict resolution skills are some of the most fundamental skills for every customer service team.