So, I consider myself fortunate that, in my career, I have worked almost exclusively for companies that believed in building relationships with their customers. This has given me the ability to do the right thing, instead of just quoting policy. Does anyone else have thoughts on this? Good or bad? What is the company you work for like when it comes to handling legitimate customer issues?

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When the company allows you to help the customer, and not just follow a script, it’s a much better outcome. Less angry customers! We are encouraged to take our time, and it shows in how happy the majority of people are when they do come with an issue or question.

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I have to agree with CSR 1, there’s quite a feeling knowing your fully supported to assist and client/customer even if it’s not according to script. But the feeling when you also have support when the client/customer has a complaint about your delivery of services or with the services they have received. It’s rare to have both, especially when board members are involved; where having your back means your supervisor is sticking their neck out in complete faith regarding your work ethic, is amazing. But not common, sadly.

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Yeah, one downside is, although they support me, they don't tend to support my front line employees. But supporting them is what I get paid for, I guess.

Our company pushes to provide a 5star experience for our customers. Educate them, then find a solution

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That makes a huge difference. I’ve worked both sides—one that empowered us to help, and one that cared more about scripts than people. Night and day.

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I feel like my company prioritizes its own interests over building real relationships with customers. Their focus is more on profit than on solving customer problems. I’ve seen them make several ridiculous changes that have clearly affected customers in a negative way.

Their alrigh. U used to compare with the other times and it’s definitely better

No longer get out of contact them in person and resolve the situation

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