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Originally Posted by Peter_
Facts regards speaking to the average manager who usually only manages and has little or no idea about anything else regarding the processes and products involved, how clear do you need that to be.
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Again, which manager though? Becasuse the Customer Services Manager should really know what his Reps know.
But yes, not all managers will know about the products and services a company offers to the level that they can talk to customers about and "make deals" and stuff. That's what they have a CS Dept. for
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All companies want complaints resolved at First Point of Contact so as to improve the customer experience, now do you have any idea who the FPOC maybe when you call in, I will give you a clue it is not the manager.
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That much is blindingly obvious so no sarcasm needed.
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Of course when you have never done the job you get people trying to make a guess and getting it completely wrong...
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Well I've been right so far
---------- Post added at 14:50 ---------- Previous post was at 14:46 ----------
Quote:
Originally Posted by paultrademark
Everytime I've spoken to a manager at VM, they know the product and services.. pretty poor if they don't IMO.
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I would assume that that was a Customer Services Manager (as in "I'll have a word with my boss about that".)
Correct me if I am wrong, of course
