‘It’s not me, it’s the system.’ ‘They’ve put the price up…’ ‘I used to be able to do this…’ ‘I don’t set the prices…’ ‘let me see what I can do…’
In your contact centre, you will have colleagues and managers who will be using Disloyal Bonding tactics to win customers, and this may be having a great effect on your results, whilst damaging your business.
This is a problem that is behavioural and can be led by managers and team leaders, and often is unconscious. It’s one of the biggest issues we’ve seen in 20 years of training and that’s why you need to be aware of it.
In this podcast we define the problem, take you through some clear examples, and give you some key ideas on how to manage this problem.
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