During the last call center satisfaction survey Jack told his mobile company, “My reception sucks, calls get dropped and I hear about half of what the other person is saying. I’d like to change my provider”. The operator then said “oh I could barely hear you. You said your reception rocks and you hear what the other person is saying and you also like your provider? Another satisfied customer then!” and she hung up.
This wouldn’t have happened had this company used our template for telecoms which is all about helping you to fix UX right away without spending too much time aligning touchpoints.
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