In the movie Groundhog Day, Bill Murray plays dreary weatherman Phil Connors, doomed to repeat the same conversations over and over again until spurred by the revelation that he can change everything simply by improving his interactions with other people.
Having to repeat yourself again and again is no holiday, especially when it comes to customer service. The 2012 American Express Global Customer Service Barometer notes that three of the top four customer service complaints are passing the buck, having to wait too long for an issue to be resolved, and being shuffled from channel to channel or representative to representative.
So how does an organization ensure that their customers never have to repeat themselves in a customer service version of Groundhog Day? Read More