Good soft skills can help cover a multitude of service sins. Courtesy, friendliness and empathy are cornerstones of great service. Nevertheless, they won’t make up for incompetence or lack of responsible resolution.
I came across this call through Bridgett McNeal’s blog though it was posted to YouTube from consumerist.com. In the first few seconds I was impressed with the soft skills in the transfer and the friendly, upbeat manner with which the CSR and Supervisor approached the customer. But, it’s all downhill from there.
BE WARNED: this is 23 minutes of customer service and QA torture!