The Customer is Always Right Part 2

1. That we often reported back to development that there was a high incident of those codes for a particular feature, and we would work with them to try and rework that section of the system so that it was easier to use. (this process will perhaps be covered in another post)
2. The reduction in stress among the Customer Service Reps was marked. The goal of the team became thinking of ways to work with the customer to get a Win-Win, instead of stressing that management would capriciously decide that the reps answer insulted the customer or insulted the company. The perfect answer of course is to have no policies that would contradict what a customer may ever call about, or software/hardware that works flawlessly everytime, for everyone, no matter what is done with it. I won’t be holding my breath for either of those to happen anytime soon.
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