Depending on your sector or service, unhappy and unreasonable customers are often an unfortunate fact of offering a service in the premium or value added services space. When unhappy customers call your customer service lines, they are often loud and very well voiced, know exactly what buttons to push and in the case of escalation, often receive the benefit of the doubt from carriers, regulators or compliance bodies –  even under circumstances when they have been proven absolutely wrong or caught outright lying. Simple rule of thumb: the more developed a country, the more educated complaints you will receive. A portion of your customers will pretend not to understand that … Continue reading Customer Service Lines that Manages Risks & Refunds