Quote:
Originally Posted by jscris
The customers sometimes get angry and give a bad review, which hurts the CS's pay and ratings when it isn't their fault.
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Well that's a problem right there. Kobo and other companies should not use feedback punitively. They should use it to improve the CS experience.
Also this punitive measure is what causes CS reps to lie. If they tell the customer what they don't want to hear they risk negative feedback. Of course they don't realize that they risk even worse feedback if they are caught in a lie.