Daily Archives: 3 November 2020

Anatomy of an epic service recovery

Whenever we have an issue we get emotional in a negative way. Then, we try to get in touch with the customer service as fast as possible (not always succeeding ) to get the problem fixed. During such conversations frictions are very frequent due several reasons: high effort procedures / bureaucracy, lack of agents’ training [...]

By | 2020-11-03T10:17:27+01:00 November 3rd, 2020|Digital Customer Service|0 Comments