Responsible Customer Service

Submitted 8 years ago

Instead of a CSR who can only sell services, how about an Operations Representative who can straighten out the messes order-takers make? This party actually dares to say to the customer: "I can schedule you an appointment. Call me at this number when the installer gets there. I want to make certain you get exactly what you ordered." Imagine: Nothing of the kind currently exists (nor do any managers with phones). It would get an order to Billing faster. Customers can't reach anyone else now but Sales Reps by phone.