Developing a script to guide your customer service efforts can be a good idea, but you shouldn't stick to it so closely that you sound like a robot, writes Susan Payton of Egg Marketing & Communications. It's important to create a strong company culture, react quickly to customers' concerns, and monitor the effectiveness of your service initiatives. "Listen in on your reps' calls to understand how they're interacting with customers and how customers are responding," she advises.

Related Summaries