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JACK Talk: Meaningful Customer Service

Join us as we explore what it means to provide meaningful customer service, JACK Talk Style

Week 3: "Responsiveness Part 2, "Finite vs. Unknown Waits"

DISCUSSION QUESTIONS

 

  1. Why do you think it is so important for people to have an estimate of how long they need to wait?  What has your experience been with finite and unknown waits? How did the accuracy of the estimate affect your experience?

  2. Do your customers have visibility into their estimated wait times?  If not, discuss with your team ways you could possibly provide this for your customers (internal or external).​​

  3. How can an explained wait change your customer's experience versus not explaining the reason for the wait?

  4. Does your team provide adequate explanation for wait times to your internal or external customers? If not, how can you improve this?

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