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Smart Talk is a daily, live, interactive program featuring conversations with newsmakers and experts in a variety of fields and exploring a wide range of issues and ideas, including the economy, politics, health care, education, culture, and the environment.  Smart Talk airs live every week day at 9 a.m. on WITF’s 89.5 and 93.3.

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Host: Scott LaMar

Robocall Epidemic and Improving Customer Service

Written by Brian Roche, Guest Host | Jul 19, 2018 4:00 AM
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What to look for on Smart Talk Thursday, July 19, 2018:

It never fails, the phone rings as soon as you sit down for dinner or begin a task; those intrusive and unwelcome phone solicitations.

Automated phone calls, also known as robocalls, have doubled in the last year with more than four billion calls placed last month alone.

Consumers find these calls annoying, intrusive and unwanted. Some of the calls are scams and some are legal. Robocallers are finding unique ways to disguise numbers to appear legitimate.

Who is making all these calls and how do you stop them?

Today on Smart Talk guest host Brian Roche (WGAL News 8) examines the robocall epidemic with attorney Margot Saunders of the National Consumer Law Center and Jonathan Banks, USTelecom, Law & Policy.                  

Also today, we focus on customer service and customer care.

Treating customers poorly is not a crime - but it can cause significant long-term damage to a business and its reputation. The impact of a bad experience can significantly affect the bottom line. A recent online report suggests that bad customer service experiences cost U.S. businesses $75 billion dollars annually.

Companies are going back to school to address customer care. Joining us on Smart Talk is Duffy Johnson from The Etiquette School of Central PA to discuss the basics of good customer service.

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Duffy Johnson

 

         

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