HBSP (USA)
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Reinventing Customer Service
Dixon, MatthewArticle HBS-R1806F-EService and Operations ManagementCustomer service jobs are notoriously joyless, and callers' experiences with reps can be just as unsatisfying. But T-Mobile has a new operating model that's making both employees and customers happier. There are no rows of service agents robotically responding to random calls as quickly as possible. Instead, T-Mobile relies on colocated, collaborative teams of reps who manage specific accounts in a given locale, with a focus on autonomous problem...Starting at €8.20
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Stop Trying to Delight Your Customers
Dixon, Matthew; Freeman, Karen; Toman, NicholasArticle HBS-R1007L-EService and Operations ManagementThe notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is a simple, quick solution to their problem. The Corporate Executive Board's Dixon and colleagues describe five...Starting at €8.20
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Kick-Ass Customer Service
Dixon, Matthew; Ponomareff, Lara; Turner, Scott; DeLisi, RickArticle HBS-R1701H-EService and Operations ManagementWhy are consumers increasingly dissatisfied with the quality of help they get from customer service departments? The authors' surveys and interviews with contact center personnel worldwide suggest that companies don't hire the right people as frontline reps, nor do they equip them to handle the increasingly complex challenges that come with the job. Every rep can be classified as one of seven types, say the authors. Supportive "Empathizers" const...Starting at €8.20