12/10/2023 0 Comments Concrete utopia vs abstractWith the help of a transcription company and a team of research assistants, we turned the recordings into data. Louis whose shoes were defective and someone from Sacramento who needed help returning a shirt that didn’t fit. To study that question, Grant Packard and I assembled a data set of hundreds of customer service calls to a big online retailer: someone from Arkansas whose luggage wouldn’t unlock someone from St. Most callers are dealing with canceled flights, delays, or lost bags, and it wasn’t like the agent could snap their fingers and magically make the problems go away.īut as I thought about it more, I started to wonder: If his daughter was so good at dealing with difficult situations, what was she saying that helped patch things up? Beyond what agents could offer (e.g., a credit or alternate flight), might there be certain ways of communicating that make customers more satisfied?īeyond what agents could offer (e.g., a credit or alternate flight), might there be certain ways of communicating that make customers more satisfied? Making customers happy in this context seemed quite difficult. In fact, she was so good at making customers happy that the airline had promoted her to teach other agents how to be more effective.Īt first, I was surprised. He mentioned that his daughter worked in customer service for one of the airlines and loved it. It seemed to me like a tough job, but the Uber driver said it was quite the contrary. It wasn’t their fault that the flight had been canceled, yet there they were, fending off angry people like me all day long, one after the other. I mentioned how frustrated I was but also how bad I felt for the customer service representatives who had to deal with everyone’s problems. The kind Uber driver who’d been forced to listen to the conversation offered his condolences, and we ended up striking up a conversation.
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