- Mar 28 2013
John Goodman’s offers his views on ‘Treating Employees As Customers’ in ICMI’s Expert Angle
John Goodman writes on the International Customer Management Institute (ICMI) website about workload and dissatisfaction and the impact on employee satisfaction.
ICMI empowers organizations worldwide to optimize the efficiency, effectiveness and strategic value of their call centers.
In many cases, customer unhappiness occurs when a CSR tells the customer exactly what the company instructs them to. This message unfortunately results in dissatisfaction, not usually for the company, but for the CSR. That is not the CSR’s fault, it is management’s fault!
Click to read the full article on the ICMI website.
Click to download a PDF of the article entitled ‘Treating-Employees-as-Customers-ICMIwebsite‘.
This article and many more are available to download from our ‘In the News‘ page.
President & CEO, CoFounder
Scott Broetzmann has over thirty years’ experience in advising companies on how to invest limited customer experience dollars wisely to ensure happy customers and investment return.