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Operators who go through this process have a manager

He added, “Through collaboration between the two companies, meaningful “We will do our best to achieve results,” he said. You’ve probably become an anti of a certain company due to the agent’s parrot-like answers. The sales lost due to CS will be significant. There have been cases where companies have fallen rapidly due to incorrect responses from CS. Ironically, CS intended for customer satisfaction is actually increasing customer dissatisfaction. Shall we also hear the counselor’s situation here? Most agents are not decision makers. Even if a customer complaint arises, they have no authority to resolve it, so they are busy covering up the problem. A more serious problem is that the product team ignores customer complaints like this.** A story about being upset about CS and being upset during counseling The circumstances of that man and that woman (Adapted from the story of Lee Seung-hwan, the leader of.

Beyond CS to CX The role of CX is to eliminate

CS Will customer satisfaction dramatically increase if we provide good customer Lebanon Telegram Number Data service? If you look at the case of Lee Seung-hwan receiving the chair above, he was angry from the moment the defective chair arrived. Strictly speaking, a customer center exists because problems are not solved at the product level. For true customer satisfaction, a CX approach beyond CS is required. CS ‘responds’ to customer inquiries In CS, customer complaints are unavoidable, so the idea is to prevent them. Thinking of it as a simple task, large companies try to outsource it, while small companies usually entrust it to the youngest. Outsourcing relies solely on manuals, and the poor youngest child has no authority. Even if customer opinions are communicated, they are always prioritized and there is no improvement. Since there is no improvement in the product, customers remain low in satisfaction.

Operators who go through this process choose

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To resign due to repetitive stress that does not improve. CX ‘eliminates’ customer inquiries Azerbaijan WhatsApp data CX paradoxically eliminates consultation. While CS is about responding to customer inquiries, CX is about improving products to eliminate customer inquiries. When the CS operator receives a customer complaint, the CX operator boldly asks the product team to ‘Please fix this.’ Their philosophy is to buy time through consultation only until the product team resolves the problem. -level perspective. “CEO, please abandon the ‘Jobs disease’ and listen to customers’ voices.” There are mythical figures in startups. It’s Steve Jobs. He famously said, ‘Customers don’t do market research because they don’t know what they want.’ A common misconception among CEOs that ruins their businesses is ‘Jobs disease.’ But did you know that Jobs himself developed products from the customer’s perspective? Most people don’t fully understand their customers. Like the ‘Takoyaki restaurant owner who doesn’t like takoyaki’ from Baek Jong-won’s Alley Market.

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