Lesson from GNC: How a Customer-Centric Agent Won Back a Customer

The customer management community likes to focus on the negative.

If businesses are not customer-centric, they will lose customers.  If agents are not properly trained and empowered, they will ruin customer service interactions.  If customer service policies are not flexible and versatile, they will anger customers.

While a negative approach helps articulate the stakes of poor customer service interactions, it does not emphasize the benefit of customer-centric ones.

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