The CSAT Conundrum: Making Customers Happy vs. Limiting Concessions
Customer Service Life
NOVEMBER 13, 2017
This change led to many calls from surprised customers, sometimes months down the road, who didn’t realize we were going to automatically bill their credit card. My team generally had the latitude in these cases to do whatever it took to make the customer happy, including a specific amount of money that they were allowed to credit customers.
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