Connections Customer Confidence Customer Service Representative Engagement 
ShepHyken
DECEMBER 21, 2021
Customers want to feel like they are moving towards progress when they are calling about a problem. When they don’t feel that they are progressing to a solution, customers will feel anger towards customer service representatives and ultimately, the brand.
ShepHyken
SEPTEMBER 7, 2016
For example, getting transferred from one customer service representative to the next and having to repeat the issue. Or when a customer is asked to use the touchpad on their phone to type in their account number, only to be asked for the same number when the customer support representative finally connects with the customer.
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