Although many frontliners and telephone customer service agents don’t realize it, they are some of the most powerful agents of PR that a company has and can either reinforce all the work of their marketers or destroy it. Because of what I do, I’m keenly aware of this, and am often either horrified or incredibly pleased with customer service experiences. I’ve had a mix of both reactions recently due to a ‘mattress fiasco’, and wish that the company I was dealing with was able to have consistently good customer service instead of it being either great or terrible.
