Should you take your Customer Care Professionals off the clock?

I found this Interview with Jim Bush of American Express very inspiring.  Please note particularly:

“We know that the most powerful loyalty builders American Express has are the tens of thousands of Customer Care Professionals who speak with our customers daily. First in the U.S. and now worldwide, we have been taking them off the clock and tossing out the old, robotic scripts. Instead, we are focusing on letting our customers decide how much time they spend on the phone with us.”

About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Customer Experience, Customer Service. Bookmark the permalink.

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