How can we create a better customer experience?

Understanding the role and the responsibility is highly essential and the fundamentals of good customer service. Being a customer services rep apart from your reponsibiities you hold the credibility of the company. It's not you but it's always the company at stake on how you conduct your daily tasks. We must be a people's person. Doing all possible things for the betterment of the customers and the company.

By completing customer journeys to highlight any issues before they arise.  If issues are found the soultion should be one that not only resolves the problem but ensures that problem cannot happen again.