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Learn More about Customer Satisfaction Management

JJ Lauderbaugh answers your questions about customer service management.
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Q: Why do front line people working with customers resist becoming empowered?

A: They may never have had the opportunity to take full responsibility for the customer's experience and they are afraid of it. They may be reading mixed messages from the supervisor or manager who is working to empower them, or they may have a strong feeling that management is just trying to dump more work on them.

Q: Is it really possible for customer service reps to up sell or cross sell even when a customer has a big complaint?

A: Yes, if the rep has been sufficiently taught how to handle the complaint, problem solve and then bridge the service-to-sales mindset to offer additional products or services that would benefit the customer.

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