Customer Service Representatives: On the Front Lines

摘要

I smell gas." Those words should set off a scripted series of questions and actions by a customer service representative, says Stuart Flatow, vice president of safety and training for the Propane Education & Research Council. In a dangerous situation, "the incorrect answer and the right answer could mean the difference between, literally, life or death," Flatow told an audience at the Tri-State Propane Gas Conference at the Sands Resort Casino in Bethlehem, Pa.