Question: Do think the majority of customer service problems are caused by the CSRs?
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Well, PAEA directs that CSRS (civil service retirement system) and FERS (federal employee retirement system) be funded at 100%.
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Delivering very detailed views of customers and their profitability keeps CSRs from being generous with customers who are costing the firm money.
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We get irritated when CSRs are difficult to understand and irritated when CSRs fail to solve what ought to be a simple problem.
There is plenty of talk about using avatars to replace CSRs.
The CSRs and sales people who enter data and update or capture their contact histories rarely get more out of the system than they put in.
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Last OCTOBER, one of the largest pharmaceutical companies in the world, GSK, announced that it would make patient-level data available and publish the results of both clinical study reports (CSRs) and clinical trials.
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Zappos rewards CSRs for delivering excellent customer service.
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