Vulnerable Customer Support Without a Script That Fails
Every UK financial services firm has a vulnerable customer policy, and most have some form of scripted response for common vulnerability situations. Both exist for good reasons. The trouble is that vulnerable customer support is exactly the category where scripted…
How Escalation Handling Helps Customer Trust After a Failure
Every contact centre has a service failure recovery problem, whether it acknowledges it or not. Things go wrong. Products fail. Deliveries are missed. Systems have outages. What separates the organisations that retain customers through these moments from those that lose…