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Take Ownership of Customer Service Touch Points

The more you know about "touch points" in the customer experience, and the more your employees can take ownership of them, the more likely they will contribute to an overall positive experience for your customers.

(Boonton, NJ, April 4, 2013) — The customer experience is an ongoing process, not a single event. And there are many different points where things can go well — and things can go wrong.

In the April issue of Customer Service Newsletter, Bill Thomas founder of Centric Performance discusses how to identify and improve service at each of those customer touch points.

The key says Thomas is to turn your reps into touch point owners. To do this, he suggests involving reps in discussions about the quality of service at their touch points. To lead these discussions, he likes to ask the following questions:

  • What does a minimal customer experience look like at this touch point?
  • What does a pretty good experience look like?
  • What would an awesome customer experience look like at this point?
  • And what can we do at this touch point to offer a unique value proposition or to create a positive point of differentiation from our competitors?

Details on how to map customer touch points and develop reps into touch-point owners appears in the April issue of Customer Service Newsletter.


About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com


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