In an interview with the New York Times, Scott Broetzmann, President and Chief Executive of Customer Care Measurement & Consulting, offers tips on how to get better customer service in an era when data shows spending on the customer experience has increased but customer happiness has not.
No matter how frustrated you are, remain calm and treat representatives with “the utmost dignity,” Mr. Broetzmann said. Experts suggest referring to the representatives by name because it signals you are interested in working with them.
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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.