Everyone says it’s very important. Everyone wants to do it well, because their reputation depends on it. And most executives think they’re a lot better at it than they are. The subject isn’t sex, or even golf. It’s customer service. Every company that sells something – by definition, every company – says that service matters, but these days the maxim that retailers live by is no longer The Customer Is Always Right but The Customer Is Always Angry.
Why, then, is customer service so often lousy? Simple: Because despite all the complaints, the angry blog posts, and the ongoing damage to corporate reputations, there isn’t enough incentive to make it good.
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