"No, Mr. Jones. We will not process your return!" - Handling Customer Service Management Issues

General information of the situation
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What's the Situation?
"I told you several times, Mr. Jones, we will not process your return!" We are experiencing a high volume of repeat calls from disgruntled customers. The customer satisfaction survey results are disappointing. My team of agents' morale is low, and the pressure from operations management is high. I need solutions fast!
What's the biggest challenge?
What would you do to resolve this decline? Where would you start? How will you solve the issues?
What's the objective?
How do I turn this around? I'm in so much pressure to improve our team's customer service satisfaction ratings. If you are in this situation, what will be your resolution?
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Ray Jimenez    
January 22, 2017