Question

In the global supply chain forum model, which key process focuses on strategies used to manage uncertainty in changes regarding customer demand?

Answer 1

How a customer service agent is approaching a client, his/her attitude toward the client is extremely important. It may seem that some technical aspects of how support is being offered have bigger impact. However, in my experience, the quality of a personal interaction between the agent and the customer always has bigger contribution to how customer evaluates his experience. This is also confirmed by the results of Genesys Global Survey, which show the 78% of customers say that competent customer service reps are most responsible for a happy customer experience.

In my opinion, indifference lies at the root of all other barriers to a great customer experience. It is what nurtures slacking and creates a negative impression in customers, that’s why I put it as the first and the most significant barrier to outstanding customer experience. I recommend reading these 2 posts here and here if you would like to dig into this problem deeper and how you can solve it.