CHAPTER 16
Service Trigger #2: Being Abandoned
One common fear most customers have is abandonment. No, they aren’t worried a boyfriend or wife will leave them; they’re worried you’ll leave them. When a customer is in the midst of a transaction or a service issue, he wants the transaction completed or the problem solved—or to know that it will happen soon. Nothing undermines this belief like disconnecting from the customer, whether it is to pass the customer on to a different department or even to take time to research the issue.
As customers, we’ve all been burned too many times in this regard, abandoned by customer service reps in a multitude of different ways. We’ve been left to slog our way through phone-tree hell, told that someone would ...
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