Originally Posted by BuddyRay
but one thing that is undeniable is that their Customer Services is inconsistent.
So I don't work in Customer Service in my company, but I'm next to them and spend a lot of time with their leadership.
Running CS is tough.
I've worked the phones too; answered calls as a CS Agent. We customers aren't always peachy to deal with.
One of the best customer service managers that I've met has told me you cannot proscribe the do's and don'ts. You can't script the interactions. You can't micromanage what to do and what not to do.
What he does is set out "What we value" and they gives each rep the power to decide how best to achieve those values.
Inconsistent customer service interaction is unfortunately a sign of poor CS Mgmt. Might be coming from the top.
If Jayco CS Mgmt were to simply say "We value happy customers", that might go a long way to making the interactions consistent. If not in method, certainly consistent in outcome.