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Just because you solve a customer’s issue doesn’t mean they’ll stick around, but how you solve an issue is just as important as providing a solution. The key is to take responsibility for the customer’s care. Your customer service reps are on the front lines of satisfaction, but how many of your reps are actually the cause of the issue at hand? Very few. They can take responsibility for how the solution occurs, however, and 29% of customers say the ability to handle requests without transfers or escalations is one of the most important skills for a representative.