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Converting Call Centers from AGGRAVATION Centers to ACTION
Centers: See Amex experience with scriptless service:
93% of Consumers WERE not getting the service they expect
For years Customer Value Foundatoin have been advocating that call centers should change
from AGGRAVATION Centers to ACTION Centers, and showing companies how to do so. If
you need to know more, click here
Now American Express covered in a recent Fortune article under the care of Jim Bush,
Customer Service Czar. Fortune reports: Call-center customer service has become a finely
honed discipline, but usually it seems honed to cut time: The agent is superficially friendly,
but nothing can derail that person's mission of getting you off the phone fast. Service at
American Express wasn't much different from that before Jim Bush was put in charge of it in
2005. His basic insight was that breaking with industry orthodoxy by transforming those
conversations into less structured, more human engagements would pay off. Instead of
evaluating service reps mainly by how quickly they got you off the phone, he based the
interaction on one question: Would you recommend this company to a friend? AmEx's score
has risen significantly under Bush's direction, and he was right -- it pays off. Customer
spending is up, attrition is down. The service is SCRIPTLESS
Golden Rule -- treat others as you would like to be treated
For complete article contact Customer Value Foundation, saying send Amex article
Best regards,
Narender Kumar
Senior Executive
Customer Value Foundation
Tel: 11-26831226, Fax: 26929055
Email: [email protected]
Website: www.customervaluefoundation.com
