August 2016 E-Connect Daily
Mapping The Customer Journey
As the trail gets steeper, the effort and investment become greater. You do not use all of your energy at the bottom of the trail, much like you don’t use your most expensive tools at the beginning of the customer journey
In customer service, the soft stuff is the essential stuff
There are two distinct types of customer service skills for which employees require training and practice. First, there are the operational elements of customer service.