Road rage and customer service in America are quite similar. One reason customer service stinks is that companies don’t know their customers. How could they? Most customer service is delivered via phone, email, or a chat window. Most American service
When Good People Aren’t Good Enough
Don’t miss the point… subscribe here. One of my pet peeves related to customer care is the [untrue] notion that you can hire a customer service department, buy some tools, and whiteboard a process to deliver service. That won’t work