Manage episode 213378241 series 1575882
Customer service teams are often a mess. They are often overlooked and understaffed so David Schotz, Sr. Direct at Centrica decided to do something about it. Rather than have a tier one customer service team, David had his sales reps be the tier one support and sales soared. The test wasn't without bumps and bruises but the creative idea and the subsequent test paid off. In this episode, David talks about his journey and his thoughts on why companies should think about making money when customers call for help.
259 episodes available. A new episode about every 5 days averaging 25 mins duration .