In an interview with the New York Times, Scott Broetzmann, President and Chief Executive of Customer Care Measurement & Consulting, offers tips on how to get better customer service in an era when data shows spending on the customer experience has increased but customer happiness has not.

No matter how frustrated you are, remain calm and treat representatives with “the utmost dignity,” Mr. Broetzmann said. Experts suggest referring to the representatives by name because it signals you are interested in working with them.

Read the full article on the New York Times website.

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